Job title: Customer Communications Lead

Closing date: 17 February 2025

Key responsibilities

• Work with the Head of Communications and Head of Customer Propositions to identify strategic improvements to the Bank’s customer communications strategies including customer journeys and guide their implementation.
• Work with the Communications and Marketing teams on all customer-focused communications to ensure it is engaging with a consistent tone of voice, including but not limited to, social media content, the customer newsletter and other promotional material.
• Reviewing and responding to customer messages and reviews received through the Bank’s social media and online review channels.
• Planning and implementing the Bank’s customer communications strategy and activities, within the agreed budgets and timescales.
• Facilitate regular meetings with key stakeholders across the Bank, to ensure a joined-up approach on all customer communications, whilst following sign-off processes accordingly.
• Understand the Bank’s customer journeys from different perspectives and outcomes and provide counsel to implement changes where required.
• Manage external agencies – create and develop strategic partnerships with relevant external companies.
• To compile and provide regular reports on activities and achievements, including progress against objectives, budgets and stakeholder engagement.
• To deliver awareness, understanding and influence that has a measurable commercial impact helping to shape perceptions among our audiences, create opportunities to deepen existing relationships and create valuable new ones.
• Manage and maintain the compliance requirements across all areas of responsibility, ensuring full knowledge and training of requirements.
• Be a brand champion for the Bank, ensuring all communications and reports accurately and positively reflect our brand values and behaviours.
• Playing a key role in the Customer team – Collaborating and sharing knowledge and insight with team members and helping them to develop their understanding of Customer Communications.
• Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.

Skills required

• Knowledge of customer journeys in financial services.
• Experience of drafting and managing customer communications.
• Commercial insight and a strategic thinker.
• Ability to build credible relationships quickly and with integrity – with both external and internal stakeholders.
• An understanding of Consumer Duty.
• Excellent communication skills both written and verbal.
• Experience of managing external agencies and partnerships.
• Ability to prioritise and plan workloads effectively.
• Educated to A level standard or equivalent.
• A qualification in Public Relations or Communications would be desirable.

Beneficial skills and qualifications

• An understanding of Shariah Finance.
• Strong presentation skills.

About us

Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.

Additional Details:

We offer highly attractive reward package; the typical benefits include:

• 25 days holiday entitlement increasing with service
• Pension plan
• Private medical insurance
• Dental cover
• Income protection
• Life assurance
• Employee referral bonus

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

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