Customer Care Communications Consultant
Customer Care Communications Consultant
Permanent
Location: Edinburgh, Peterborough & Witham (typically 2 days in the office per week, 3 from home)
Salary: A competitive salary from £27,200 – £34,000 depending on the experience you can bring
Closing date: Friday 26th July
We’re a company of ambitious, collaborative, problem-solvers who get things done. We strive to make sure everyone that works for us feel seen, heard, and valued – so we’re looking for like-minded people to join us. We support colleagues to bring their whole selves to work and be part of our Inclusion and Diversity communities.
We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments. At Aegon, we strive in creating a diverse organisation that plays a meaningful role in driving greater equity, inclusion and belonging.
As a Customer Care Communications Consultant, you will be at the centre of customer communications. Carrying out a range of tasks to both create new and review existing customer templates. You will continuously drive improvements in the AEGON template estate throughout all customer touchpoints and ensure feedback is captured and acted upon and the correct level of due diligence is applied.
As Communications Consultant will work alongside teams in Customer Care and be responsible for ensuring that all templated communications meet the requirements of Consumer Duty and will be involved in both the creation of new templates and the review of existing templates driving forward a consistent content, brand, and tone of voice.
Key Responsibilities:
- Cyclical review of all customers facing templated communications including letters, emails and phone scripts that are owned by Customer Care
- Review of customer feedback, risk events and complaints to identify required improvements to templated communications.
- Creation of new communications in conjunction with the Customer Care process and Aegon brand guidelines.
- Recommending changes to procedures, process and technology and participating in their implementation to improve the customer experience, reduce risk and maximise efficiency.
We’d love to hear from you if you have:
- Experience in writing communications for external purposes.
- Knowledge of financial and non-financial promotions.
- Good knowledge of Consumer Duty principles.
- High levels of accuracy and attention to detail when effectively proof reading/copywriting.
- Persuasive presentation / communication skills when influencing internal and external stakeholders.
What’s in it for you?
- A non-contributory pension between 8%-12%
- A discretionary bonus, depending on personal and company performance.
- 34 days leave per year (including bank holidays, pro-rated for part-time)
We support your personal wellbeing with healthcare, dental, holiday trading, cycle to work scheme and gym memberships. We also offer life assurance, critical illness cover, enhanced parental leave to help our staff live their best lives, including retail discount vouchers, subsidised restaurant and online GP appointments.
We serve a diverse, ever-changing world. It's tough, but we work tirelessly to leave things better than we find them. If that sounds like the sort of place you'd like to work, hit the "Apply" button.
The legal bits
We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.