Customer Communications Manager [Ref: 615-19]

Applications for this role close on: 24th April 2019

Interview date: 8th May & 9th May

NS&I is one of the largest savings organisations in the UK with 25 million customers and over £156 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back over 150 years to 1861.

We are currently seeking a Customer Communications Manager, based in our head office in Pimlico, London.

Purpose of role/key responsibilities

You will work with stakeholders and colleagues across the business to ensure our customer communications are of the highest quality and accuracy.

You’ll provide expert advice and guidance on creating clear, engaging and honest customer communications that meet our brand values, tone of voice guidelines and customer experience principles. And, of course, you’ll need to ensure our communications meet the FCA’s fair, clear and not misleading requirements.

As well as creating content from scratch, you’ll also be expected to review and assure content created by others. You’ll also need to work with agencies as and when required.

You’ll be working across a range of digital channels – including our website, mobile app, emails and SMS – as well as more traditional print channels, so you’ll need to adapt key product and service messages to optimise them for each channel.

Skills/knowledge/experience required

The successful candidate will have a passion for creating clear, honest customer communications in a financial services environment. You will have the editorial skill and experience to write tight, accurate, engaging copy that meets our tone of voice guidelines. You will also be a skilled editor of copy created by other teams.

You will have an excellent eye for detail and consistency, as well as being able to see the bigger picture. Ideally you will have a good understanding of the importance of customer experience, and you will not be afraid to challenge whenever you feel we are not putting customers first.

You will be the type of person who wants to build friendly and constructive working relationships with colleagues from other areas (such as Product, Compliance, Customer Experience, Marketing and Operations). You will also be able to manage and collaborate with external suppliers such as branding and copywriting agencies to make sure their work meets the brief and is fit for purpose.

A small company with a big reach we offer a range of benefits to include flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.

Please note we are unable to accept CVs .

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