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- Tasks: Create clear and engaging communications to support customers during rectifications.
- Company: Join a leading finance company focused on customer trust and innovation.
- Benefits: Generous pension, performance bonuses, flexible working, and 28 days holiday.
- Other info: Dynamic role with opportunities for professional growth and collaboration.
- Why this job: Make a real difference by helping customers in sensitive situations.
- Qualifications: Strong copywriting and communication skills, with experience in regulated environments.
The predicted salary is between 40824 - 45360 £ per year.
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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
Rectifications Communications Assistant Manager (Fixed Term - 6 months) in Manchester employer: Lloyds Banking Group
Contact Detail:
Lloyds Banking Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Rectifications Communications Assistant Manager (Fixed Term - 6 months) in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to communications. We suggest role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills through a portfolio! If you’ve got examples of your communications work, whether it’s emails, letters, or campaigns, gather them together. We love seeing real-life examples of how you’ve made complex topics clear and engaging.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always looking for passionate individuals who can bring empathy and clarity to our communications team.
We think you need these skills to ace Rectifications Communications Assistant Manager (Fixed Term - 6 months) in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Rectifications Communications Assistant Manager role. Highlight your relevant experience in communications, especially in regulated environments, and show us how you can make complex topics simple and clear.
Showcase Your Empathy: Since this role involves communicating with customers in sensitive situations, it’s crucial to demonstrate your understanding of vulnerable customer needs. Use examples from your past experiences where you’ve shown empathy and care in your communications.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We love clarity! Avoid jargon and ensure your writing reflects the accessible language we value in our communications.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Audience
Before the interview, research the company and its values. Understand their approach to customer communications, especially in sensitive situations. This will help you tailor your responses and show that you’re aligned with their mission.
✨Showcase Your Copywriting Skills
Prepare examples of your previous work that demonstrate your ability to simplify complex topics. Bring along samples or be ready to discuss how you've crafted clear, empathetic communications in past roles, particularly in regulated environments.
✨Demonstrate Empathy
Since the role involves communicating with vulnerable customers, be prepared to discuss how you’ve handled sensitive situations in the past. Share specific examples where your empathy made a difference in customer outcomes.
✨Master Stakeholder Management
Think of instances where you successfully managed multiple stakeholders. Be ready to explain how you influenced decisions and navigated challenges, as this will highlight your collaborative skills and ability to deliver high-quality communications under pressure.