Customer Communications Assistant in Swindon

Are you looking for a role where you can realise your passion and talent for creating excellent customer communications? Do you want to learn and progress within one of the UK’s most recognisable and purpose-driven brands? Do you enjoy working as part of a team and across different business areas to support the development of communications that are empathetic and easily understood by customers?

In the Legal Regulatory & Mandatory (LRM) Customer Communications team, we put customers at the heart of everything we do. We write, design, and produce millions of critical communications to help customers manage their accounts day-to-day and to make good financial decisions at the right time.

As a Centre of Excellence, we apply behavioural science, plain numbers methodology, and consumer understanding principles to all communications so that they are empathetic and easily understood by customers. We then deliver them as part of a clear, consistent and optimised journey that creates a great customer experience.

You’ll be joining us at an exciting time of expansion. We’re increasing the number of our specialist squads to support more business areas across the Society with their Customer Communications. Each squad will work closely with subject matter experts to understand and prioritise communication requirements; using their expertise to design and create the very best customer centric communications. These communications are delivered traditionally through post, SMS, email and online (app and online servicing).

We copy write all our communications, design them, test them where necessary, and work with our comms development and distribution partners to produce and send them. The communications that we produce are inspired by customer insight, behavioural science, and align to the Nationwide Communication Standards. This is a 12-month Fixed Term Contract.

At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon, London or Bournemouth office. If you are aligned to our Glasgow hub (as this is your nearest location), there will be a need to regularly connect with colleagues for collaboration events.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

Responsibilities

What you’ll be doing:

• Operating at the heart of the squad, the Communications Assistant reports to the Squad Manager and supports the day-to-day work of your colleagues. It is a fantastic opportunity for you to demonstrate your exceptional organisational and administrative skills, helping to ensure that every communication is well-managed and delivered correctly and on time.
• As well as supporting communication change, you will work closely with colleagues in product, risk and distribution to make sure that communications are on brand, accurate, and approved before they are sent to customers.
• You will coordinate with these experts in the review and approval of customer communications to meet governance and you will manage and coordinate small change to make sure communications remain accurate, and that content, rates and the branding is correct.
• To achieve this, you will work seamlessly and collaboratively with colleagues in your squad, including your Squad Lead, peers, communications and delivery consultants, art workers and executives.
• As a Communications Assistant within LRM Customer Communications, you will play a key role in contributing to creating a positive squad mentality and building a culture of continuous improvement.

About you

For this role, you will:

• Have a positive, continual improvement mindset.
• Possess superb organisational skills and have high standards.
• Be able to demonstrate exceptional proof-reading skills and attention to detail.
• Thrive on change, have natural resilience, and not be fazed by last-minute changing requirements.
• Communicate clearly and confidently within the squad and with stakeholders, ensuring expectations are managed.
• Be a self-starter, able to manage your own work and to support the work of others, with initiative.
• Have a natural passion and aspiration for creating best-in-class communications that truly support the needs of our customers.
• Have experience with workflow management tools such as Adobe Workfront or the ability to learn quickly.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind.
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand.
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development.
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata.
• Access to private medical insurance.
• A highly competitive pension to help you build a strong foundation for retirement.
• Access to an annual performance-related bonus.
• Training and development to help you progress your career.
• A great selection of additional benefits through our salary sacrifice scheme.
• Life assurance to provide peace of mind for you and your loved ones in the event of your death.
• Wellhub – access to a range of free and paid options for health and wellness.
• Up to 2 days of paid volunteering a year.

Banking – but fairer, more rewarding, and for the good of society. We forge our own path at Nationwide. As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us. At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society. We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.