At a Glance
- Tasks: Lead customer communication changes and ensure compliance across the business.
- Company: Join DLG, a forward-thinking company prioritising customer experience.
- Benefits: Enjoy flexible working, generous holidays, and a comprehensive benefits package.
- Other info: Embrace diversity and inclusivity in a supportive workplace.
- Why this job: Make a real impact in a dynamic environment while developing your skills.
- Qualifications: Experience in financial services and proficiency in JIRA and Confluence required.
The predicted salary is between 50000 - 60000 £ per year.
DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.
What you’ll be doing:
- Lead the coordination and delivery of customer communication changes across the business, including managing change cycles, pre-printed document updates, and remediation activities.
- Oversee review and approval processes through systems such as Tag, ensuring all communications meet regulatory and brand compliance standards, with prompt resolution of any issues.
- Understanding of dynamic and system generated customer communication templates, customer journeys and basic understanding of platforms and software that generate such communications.
- Ensuring consistency, accuracy, and an optimal customer experience.
- Maintain version control and deliver updates to insert matrices, alongside managing stock levels of printed inserts and booklets in collaboration with print suppliers.
- Build and manage strong relationships with internal stakeholders and external suppliers, ensuring effective delivery and alignment of communication changes.
- Utilise tools such as JIRA and Confluence to track, document, and support change initiatives, ensuring clear governance and visibility.
- Provide guidance and support to team members, sharing expertise to enable effective delivery and continuous improvement.
Our hybrid model offers a ‘best of both worlds’ approach. When you’re in the office depends on your role and team, but colleagues spend at least 50% of their time in the office.
What you’ll need:
- Must have strong experience within financial services, with a solid understanding of relevant regulations and compliance frameworks.
- Proficient in JIRA and Confluence, with experience using these tools to manage and track change activities.
- Proven experience managing change to customer communications templates across all channels.
- Strong understanding of both static and dynamic communications and how they are applied within a regulated environment, specifically insurance/finance.
- Demonstrates an awareness of the FCA, Financial Services bodies and specifically Consumer Duty, always ensuring compliance.
- Experience using Microsoft Project and Visio to support planning, documentation, and process mapping.
Benefits:
- Employer contributed pension
- Annual company bonus
- Discounts on Insurance products
- Generous holiday allowance
- Flexible benefits package including optional health and dental insurance
- Buy as you earn shares scheme
- Employee discounts and cashback
We want everyone to get the most out of their time at DLG. Which is why we've looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like – and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They're about recognising who you are and the life you live.
Direct Line Insurance Group is now owned by Aviva Plc. If you are successful in your application, you may initially receive a Direct Line offer and contract of employment; however, your employment will transfer to Aviva Employment Services Limited from 1 July 2026 under TUPE. From that date, some terms and conditions of employment will change, including bonus and pension arrangements.
Be yourself: Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers. We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.
Senior customer communication change consultant in London employer: Direct Line Group
At DLG, we pride ourselves on being an excellent employer that prioritises our employees' growth and well-being. With a hybrid work model that promotes flexibility, generous benefits including a pension scheme and annual bonuses, and a commitment to diversity and inclusion, we create an environment where you can thrive both personally and professionally. Join us in a role that not only values your skills but also empowers you to make a meaningful impact in customer communication within the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior customer communication change consultant in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Direct Line Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Direct Line Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior customer communication change consultant in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Direct Line Group:Your cover letter is your chance to shine! Tell us why you want to work at Direct Line Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Direct Line Group!
How to prepare for a job interview at Direct Line Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
