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- Tasks: Join our team as a Customer Communications Technical Expert, enhancing customer experience through SmartCOMM.
- Company: First Central is a leading insurance company driven by data and innovation.
- Benefits: Enjoy flexible hybrid working, competitive salary, and a supportive work environment.
- Why this job: Make a real impact in customer communications while growing your career in a dynamic team.
- Qualifications: Experience with CCM tools, strong communication skills, and a passion for customer engagement are essential.
- Other info: Remote work options available; apply now to be part of our success story!
The predicted salary is between 42000 - 46000 £ per year.
Customer Communications Technical Expert
Location: Haywards Heath, Home Office (Remote) or Manchester
Salary: £50,000 – £55,000 depending on experience
Department: Customer & Operations
We’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 SmartComms
- Maintaining structure and location of resources
- Administering brands and channels
- Migration and promotion of resources between environments
- Support end-to-end testing of templates
- Owning the tracking and resolution of defects and issues relating to the tool, including the analysis and solution identification for complex issues
- Content release management
- Managing the creation and adherence to processes on change control, governance and release management
- Creation and management of effective test plans
- Creation and management of Standard Operating Procedures around customer communication creation
- Key SME input to customer communication strategy
Experience & knowledge:
- Experienced user of a CCM tool (SmartComms an advantage)
- Experience of owning issues / defects through to resolution
- Problem solving
- Able to apply a creative eye to the design and outputs of customer communications
- Knowledge of testing methodology an advantage
- Good communication skills, both verbal and written
- Customer focused, ensuring the customer and their experience is central to all design work
- Excellent stakeholder management skills, able to translate technical information for all audiences
- Good time management and organisation skills
- Excellent attention to detail
- Ability to communicate effectively with a wide range of stakeholders
- Excellent understanding of Smart Communications (in particular SmartCOMM)
- Communication
- Testing methodology
- Appreciation of end-to-end process
Behaviours:
- Self-motivated with exceptional organisational skills and time management
- Be creative and bring new ideas to the role
- Self-motivated and enthusiastic
- A flexible approach and positive attitude
- Strives to drive business improvements to contribute to the success of the business
What 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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Customer Communications Technical Expert employer: First Central Services
Contact Detail:
First Central Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Communications Technical Expert
✨Tip Number 1
Familiarise yourself with SmartCOMM and its functionalities. Since this role requires expertise in a Customer Communications Management tool, having hands-on experience or knowledge about SmartCOMM will give you an edge during discussions with our team.
✨Tip Number 2
Brush up on your stakeholder engagement skills. This position involves collaborating with various teams, so being able to demonstrate your ability to build positive relationships and understand different needs will be crucial.
✨Tip Number 3
Prepare to discuss your experience with data analysis and content creation. Be ready to share examples of how you've used data to personalise communications and improve customer engagement in previous roles.
✨Tip Number 4
Showcase your problem-solving abilities. The role involves managing issues and defects, so think of specific instances where you've successfully resolved complex problems, especially in a technical context.
We think you need these skills to ace Customer Communications Technical Expert
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Communications Technical Expert role. Focus on your stakeholder engagement, content creation, and data analysis abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving customer experience and your expertise with SmartCOMM. Use specific examples to demonstrate how you've successfully managed communications in previous roles.
Highlight Technical Skills: Emphasise your experience with CCM tools, particularly SmartCOMM, and any knowledge of testing methodologies. This will show that you have the technical expertise needed for the role.
Showcase Problem-Solving Abilities: Include examples in your application that illustrate your problem-solving skills, especially in relation to managing defects and issues within customer communication tools. This will highlight your capability to handle challenges effectively.
How to prepare for a job interview at First Central Services
✨Showcase Your Stakeholder Engagement Skills
Be prepared to discuss your experience in engaging with various stakeholders. Highlight specific examples where you successfully collaborated with different teams to meet their needs and maintain positive relationships.
✨Demonstrate Your Content Creation Expertise
Bring examples of your previous work that showcase your ability to craft clear and compelling messages. Tailor your responses to reflect how you can adapt content for different customer channels, as this is crucial for the role.
✨Highlight Your Data Analysis Abilities
Prepare to talk about how you've used data analysis to personalise communications in the past. Discuss any tools or methodologies you've employed to improve customer engagement through data-driven insights.
✨Discuss Your Testing Methodology Knowledge
Familiarise yourself with testing methodologies relevant to the role. Be ready to explain how you would create comprehensive test plans and manage the testing process, ensuring quality outputs from the CCM tool.
