At a Glance
- Tasks: Lead and inspire a team to enhance member communications and improve customer experiences.
- Company: Join Skipton, a company founded on fairness and dedicated to its members.
- Benefits: Enjoy a competitive salary, annual bonus, 25 days leave, and a focus on work-life balance.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Make a real impact by shaping communication strategies that benefit our members.
- Qualifications: Experience in Financial Services and strong leadership skills are essential.
The predicted salary is between 75000 - 75000 £ per year.
Hours: 35 hours per week, Monday to Friday, with a minimum of 3 days per week to be worked from Head Office. Salary: £75,000 per annum (dependent on skills and experience). Closing Date: Thu, 30 Jul 2026.
As Senior Operational Communications Manager, you’ll lead the strategy and delivery of clear, consistent, and compliant communications to support better member experiences, meet regulatory standards, and guide teams in communicating with confidence. You’ll shape the standards, frameworks and improvements behind our communications to turn insight into action and help teams deliver great member outcomes. You’ll work closely with senior leaders across Homes and Money, using insight, technology and curiosity to remove friction, improve how we work and support better decisions. You’ll inspire your team to champion our members, fostering a culture of curiosity, creativity and customer focus.
At Skipton, we’re founded on fairness. We exist to do right by our members—and we believe that starts with doing right by our people. There’s a place for you here and a genuine plan for your next steps.
What You’ll Do
- Inspire, motivate, and empower the team to be curious, think differently and champion our members.
- Develop and lead the operational communication strategy to ensure all member communications are clear, consistent, and aligned with regulatory requirements, brand and tone of voice.
- Maintain standards and frameworks that support clear, consistent and compliant communications.
- Improve customer communications by exploring and using technology and innovative solutions to streamline processes and deliver quicker, more efficient change.
- Oversee the governance of operational communications, monitor performance and risks, and provide regular reports to senior stakeholders on effectiveness, volumes, compliance and member feedback.
What You’ll Need
- A curious, improvement-focused mindset with the confidence to challenge how things are done and help teams find better ways to deliver for members.
- Experience in Financial Services with understanding of regulatory requirements such as Consumer Duty, MCOB and Vulnerability and accessibility expectations.
- Proven leadership experience in a customer-focused environment where understanding and improving the customer journey is central.
- Good understanding of customer communication channels and platforms.
- Experience working with senior stakeholders, building relationships, managing priorities, removing blockers and influencing decisions collaboratively.
- Effective communication skills, with the ability to translate complex regulatory requirements into clear, customer-focused communications and practical guidance for teams.
- Strong risk management and mitigation skills.
- Marketing experience is beneficial but not essential.
- Desirable: experience within operational communications and familiarity with content management systems, workflow platforms and customer communication tools (e.g., Adobe).
What’s In It For You
We offer pay and benefits that support work-life balance and wellbeing, along with a genuine appreciation for your contribution. Benefits include: Annual discretionary bonus scheme, 25 days of annual leave.
Operational Customer Communications Manager in Skipton employer: SBS Skipton Building Society
At Skipton, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Microsoft Power Platform Engineer, you'll enjoy a hybrid working model, generous benefits including a strong pension contribution and private medical insurance, and ample opportunities for professional growth through training and mentorship. Join us in shaping the future of automation while making a meaningful impact on our members' experiences.
Contact Details:
SBS Skipton Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Operational Customer Communications Manager in Skipton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SBS Skipton Building Society. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SBS Skipton Building Society before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operational Customer Communications Manager in Skipton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SBS Skipton Building Society:Your cover letter is your chance to shine! Tell us why you want to work at SBS Skipton Building Society specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SBS Skipton Building Society!
How to prepare for a job interview at SBS Skipton Building Society
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
