Requirements
* End‑to‑end communications experience, ideally within a highly regulated environment
* Strong copywriting skills, with the ability to make complex topics simple and clear
* Excellent written and verbal communication, with a strong eye for detail
* Experience managing multiple projects or campaigns simultaneously and delivering to deadlines
* Confident stakeholder management skills, with the ability to influence and challenge constructively
* A customer‑centred mindset, with sensitivity to vulnerable customer needs
* (Desirable) Copywriting experience within financial services or a similarly regulated sector
* (Desirable) End‑to‑end campaign management experience
* (Desirable) Experience of digital channels, particularly email campaign delivery
* (Desirable) Familiarity with FCA regulation and consumer‑focused communications
* (Desirable) We know that great talent comes from many different backgrounds, and that skills can be developed in a variety of ways
What the job involves
* LOCATION(S): Bristol, Newport, Hove, Edinburgh, Belfast, Halifax, Manchester, Birmingham or Chester
* HOURS: Full-time – 35 hours per week
* This is a fantastic opportunity to develop your communications career within the Customer Communications Centre of Excellence in the Consumer Relationships Chief Operating Office
* Our team is responsible for creating and delivering clear, engaging and empathetic customer communications for Rectifications - where we put things right when the Group has made a mistake
* These communications are often sensitive and high impact, and play a vital role in maintaining customer trust
* You’ll work on a wide range of communications across the Group, from single‑customer issues through to large‑scale remediation programmes affecting thousands of customers
* Many of the customers we support may be in vulnerable circumstances, such as financial difficulty or bereavement, so empathy, clarity and care are critical
* Taking complex issues, remediation decisions and customer treatments and converting them into clear, easy‑to‑understand communications, using accessible language in line with our Customer Communications Principles
* Putting the customer first, challenging proposed treatments where needed to ensure good customer outcomes
* Managing communications end‑to‑end, from brief through to delivery, across channels such as letters and email campaigns
* Working collaboratively with Design & Delivery, data, risk and legal teams, as well as third‑party agencies
* Ensuring all communications meet Group Standards, including FCA Consumer Duty, and follow the correct governance and approval processes
* Managing multiple pieces of work at pace, prioritisin
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