At a Glance
- Tasks: Lead the strategy for clear and compliant member communications.
- Company: Join a forward-thinking company focused on enhancing member experiences.
- Benefits: Enjoy a competitive salary, annual bonus, and generous leave.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Shape impactful communications that truly resonate with members.
- Qualifications: Experience in Financial Services and strong leadership skills required.
The predicted salary is between 70000 - 90000 £ per year.
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.
You’ll be a leader who recognises that communications are not just outputs. You’ll enable teams to deliver clear, consistent and genuinely useful communications that support better member outcomes and strengthen regulatory confidence. This is your chance to shape the standards, frameworks and improvements behind our communications, helping teams turn insight into action and making it easier to 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. Most importantly, you’ll inspire your team to champion our members, creating a culture where curiosity, creativity and customer focus are part of everyday work.
What You’ll Do
- 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.
Operational Customer Communications Manager in Skipton employer: Skipton Building Society
Skipton Building Society is an excellent employer, offering a vibrant working environment in the heart of Skipton where collaboration and innovation thrive. With a strong focus on work/life balance through hybrid working opportunities, employees benefit from a range of perks including a discretionary bonus scheme, annual leave, and private medical insurance, all while being part of a team that values technical leadership and personal growth.
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 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 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 Skipton Building Society:Your cover letter is your chance to shine! Tell us why you want to work at 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 Skipton Building Society!
How to prepare for a job interview at 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.
