Rectifications Communications Assistant Manager (Fixed Term - 6 months) in Birmingham

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Agile Working Options: Flexibility in when hours are worked; Hybrid Working

Salary: £40,824 - £45,360 pa

Location(s): Bristol, Newport, Hove, Edinburgh, Belfast, Halifax, Manchester, Birmingham or Chester

Hours: Full-time – 35 hours per week

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments, including hybrid working expectations, in line with our Flexibility Works policy.

About the Role: 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.

Typical Responsibilities:

• 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, prioritising effectively to deliver high-quality communications on time.

What You'll Need:

Essential Skills and Experience:

• 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.

And Any Experience of These Would Be Great:

• Copywriting experience within financial services or a similarly regulated sector.
• End-to-end campaign management experience.
• Experience of digital channels, particularly email campaign delivery.
• Familiarity with FCA regulation and consumer-focused communications.

What You'll Get:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes, including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 28 days' holiday, plus bank holidays
• A range of wellbeing initiatives and generous parental leave policies