Operational Customer Communications Leader in Skipton

Hours: 35 hours per week, Monday to Friday, with a minimum of 3 days per week to be worked from Head Office.

Ready to shape the way our members hear from us?

As Senior Operational Communications Manager, you’ll lead the strategy and delivery of clear, consistent, and compliant communications.

You’ll help make sure the messages we send support better member experiences, meet regulatory standards, and give teams the guidance they need to communicate with confidence.

What You’ll Do

Owning a home is part of everyday conversation and at Skipton, we’re focused on helping more people make it happen.

Join the Homes team and you’ll be part of work that champions first time buyers, removes barriers, and creates new ways for members to get onto and move up the property ladder.

• Your Key Responsibilities Will Include
• Inspiring, motivating, and empowering the team to be curious, think differently and champion our members.
• Developing and leading the operational communication strategy to ensure all member communications are clear, consistent, and aligned with regulatory requirements, brand and tone of voice.
• Maintaining standards and frameworks that support clear, consistent and compliant communications.
• Improving customer communications by exploring and using technology and innovative solutions to streamline processes and deliver quicker, more efficient change.
• Overseeing the governance of operational communications, monitoring performance and risks – providing 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, remove blockers and help teams find better ways to deliver for members.
• Experience working within Financial Services, and an understanding of relevant regulatory requirements such as Consumer Duty, MCOB and Vulnerability and accessibility expectations.
• Proven leadership experience within a customer-focused environment, where understanding, responding to, and improving the customer journey or experience is central to the team’s purpose.
• A good understanding of customer communication channels and platforms.
• Comfortable working with senior stakeholders, building strong relationships, managing different priorities, removing blockers and influencing decisions in a collaborative way.
• Effective communication skills, with the ability to share information clearly, adapt style for different audiences and translate complex regulatory requirements into clear, customer-focused communications and practical guidance for teams.
• Strong risk management and mitigation skills.
• Marketing experience would be beneficial, but is not essential.
• It’d Be Great If You Also Had
• Experience within operational communications, delivering customer-focused and inclusive communications strategies.
• Familiarity with content management systems, workflow platforms and customer communication tools, such as Adobe.
• What’s In It For You
• Annual discretionary bonus scheme.
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days.
• Matching employer pension contribution (up to 10% per annum).
• Colleague Mortgages and access to Skipton products and services at discounted rates.
• Flexible working to help balance your commitments.
• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships.
• Lifestyle perks such as a Home and Tech voucher, which can be used at John Lewis, Currys, and IKEA.
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