Customer Communications Technical Expert

Customer Communications Technical Expert Location: Haywards Heath, Home Office (Remote) or ManchesterSalary: £50,000 – £55,000 depending on experienceDepartment: Customer & OperationsWe\’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it\’s the people inside and outside our business that power us. They make us stand out, help us succeed. We\’re ambitious. We\’re growing. We\’ve won awards.We\’re looking for a highly skilled and ambitious Customer Communications Management Technical Expert to join our dynamic customer team who can make a real impact in either Salford Quays, Manchester or Haywards Heath, West Sussex . If you live further afield, we\’ll accept applications for remote workers!You\’ll have the passion for improving customer experience and driving commercial outcomes as a SmartCOMM specialist. You will collaborate closely with various stakeholders from across the business to ensure that our customers and business users are maximising the best out of our CCM tool.The successful candidate will have responsibility for creating all SmartCOMM resources pertaining to communications, maintaining the live resources, ensuring coherent structure of resources within the platform, implementation of User Experience (UX) best practice, resource testing, managing releases (out of hours when required) and ensuring quality of the outputs from the CCM tool.Core skills we\’re looking for to succeed in the role:Stakeholder engagement: Capable of interacting and collaborating with a wide range of stakeholders, understanding their needs and maintaining positive relationships.Content creation: You\’ll be skilled in crafting clear, compelling, and relevant messages tailored to different customer channels.Data analysis: Ability to analyse customer data to personalise communications and improve customer engagement.Test planning: You\’ll create comprehensive test plans and design test cases that cover all functional and non-functional requirements.We love flexibility and hybrid working to include 1 day a week in the office for team collaboration and 4 days from home depending on business requirements. This is a Monday to Friday role joining a valuable and busy team in our business.If you\’re ready to take on an exciting challenge and grow your career with us, we want to hear from you! Apply now and become a key player in our customer success story!What\’s involved:Supporting the business with technical delivery of all customer communications to SmartCommsMaintaining structure and location of resourcesAdministering brands and channelsMigration and promotion of resources between environmentsSupport end-to-end testing of templatesOwning the tracking and resolution of defects and issues relating to the tool, including the analysis and solution identification for complex issuesContent release managementManaging the creation and adherence to processes on change control, governance and release managementCreation and management of effective test plansCreation and management of Standard Operating Procedures around customer communication creationKey SME input to customer communication strategyExperience & knowledge:Experienced user of a CCM tool (SmartComms an advantage)Experience of owning issues / defects through to resolutionProblem solvingAble to apply a creative eye to the design and outputs of customer communicationsKnowledge of testing methodology an advantageGood communication skills, both verbal and writtenCustomer focused, ensuring the customer and their experience is central to all design workExcellent stakeholder management skills, able to translate technical information for all audiencesGood time management and organisation skillsExcellent attention to detailAbility to communicate effectively with a wide range of stakeholdersExcellent understanding of Smart Communications (in particular SmartCOMM)CommunicationTesting methodologyAppreciation of end-to-end processBehaviours:Self-motivated with exceptional organisational skills and time managementBe creative and bring new ideas to the roleSelf-motivated and enthusiasticA flexible approach and positive attitudeStrives to drive business improvements to contribute to the success of the businessWhat can we do for you?People first. Always. We\’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that\’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you\’ll enjoy, take a look at all our perks in full here.Intrigued? Our Talent team can tell you everything you need to know about what we want and what we\’re offering, so feel free to get in touch.

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