Customer Communications Executive

Job Description

We are looking for a Customer Communications Executive to join a new Customer Communications team.  In this role, you will be responsible for supporting business owners and SMEs to craft clear, concise and engaging customer communications across all channels.  You will ensure that communications are created to agreed standards and align with our commitment to Consumer Duty. This role plays an integral part in meeting customers’ needs at different communication touch points in our customer journey, either through improvement work or regular review of our communications.

Responsibilities

• Understand requirements for changes to customer communications across all channels. Write and edit customer communications, including letters, emails, SMS and scripts. Support with writing policy wordings and associated technical documents where needed.
• Tailor communication messages to different customer segments, taking into account their needs, preferences, and levels of understanding.
• Ensure clarity, accuracy, and compliance with regulatory requirements, including Consumer Duty, through adhering to internal communications standards.
• Ensure consistency in messaging and tone of voice across all customer touchpoints, maintaining the company's tone of voice and style guidelines. 
• Stay informed about industry trends, regulatory changes, and best practices in insurance communication.
• Work closely with the Customer Communications Change Coordinator to understand priorities and communicate progress on change requests.
• Work closely with key stakeholders and the compliance team to review and approve customer communications to ensure adherence to regulatory guidelines and standards.
• Undertake regular reviews of communications as guided.
• Support with the analysis of customer feedback and data metrics to measure the effectiveness of customer communications and make recommendations for improvement.
• Assist in the development and implementation of communication templates, processes, and tools to streamline communication workflows and improve efficiency.
• Provide support to internal stakeholders on effective communication practices and customer-centric messaging.
• Ensure the wider Customer Oversight team are aware of issues found causing potential or known customer harm in the end-to-end journey or product design.

Person Specification

• Customer focused who champions fair customer outcomes and a customer centric culture.
• Experience in a communications role, preferably in regulated environment.
• Excellent writing and editing skills, with the ability to convey complex information in a clear and concise manner.
• Excellent interpersonal and communication skills, with the ability to communicate effectively with internal and external stakeholders.
• Knowledge of regulatory compliance requirements, with a specific knowledge of Consumer Duty regulations is a plus.
• Knowledge of general insurance products, particularly motor and home, is desirable.
• Ability to prioritise tasks and meet deadlines.
• Detail-oriented and accurate.
• Ability to work independently and collaboratively in a fast-paced environment.