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Contract - Customer Communications Specialist

Location: London

Hours: Monday - Friday

Location: London - Hybrid model 2 days per week in the office

Contract Length: 6 months initially

Salary: £230 per day

An exciting opportunity to join a diverse team of experience and skill sets within a global leading Financial Company

This role is responsible to deliver a diverse range of content for a range of different channels and needs. This includes letter and email templates, call scripts, FAQs, micro-copy for application forms, and longer form website copy.

Responsibilities:

• Create and manage template content for a range of channels - including postal letters, emails, telephone calls and webchat. This will be for 'business-as-usual' claims but also for one-off projects.
• Work with colleagues on our Service Excellence programme to identify and take ownership of improvement initiatives to adapt template materials and communications procedures.
• Create longer-form content for the website to provide progress updates on specific cases or issues.
• Support with knowledge management via our FAQ database which supports our customer-facing colleagues with key messages.
• Proof-read and edit drafted communications for customers - acting as a champion for the company's tone of voice guidelines.

Your Skills, Experience and Qualifications:

• Highly articulate with an excellent understanding of written English, able to write for a variety of formats.
• Strong experience of the full communications lifecycle, from problem analysis through to delivery of high-quality content.
• Good understanding of accessibility considerations (verbal and numerical) and appropriate adjustments for vulnerable customers.
• Fully competent using MS Office, e.g., Word, Excel, Outlook.
• Ideally familiar with using CRM systems/customer databases and generally comfortable with technology.
• Ideally has worked in customer-facing teams such as a call centre or complaints team.

• Financial services experience and understanding is desirable, particularly in products such as pensions, investments and insurance.

Performance Criteria

• Own their projects/accountabilities and be proactive in delivering them to a high standard
• Contribute to a team culture of high performance
• Collaborate, build strong relationships, be a strong team player
• Confidently and effectively communicate with all stakeholders
• Use data/information to solve problems
• Take a long-term and broad view of our team and the wider organisation
• Prioritise effectively in line with customer and organisational requirements
• Strive to deliver excellence in all your work
• Show a flexible and positive attitude and be a positive role model for change
• Embrace new opportunities and show your desire to improve and grow

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

To speak to a recruitment expert please contact Petra Sandy