Customer Care Communications Manager
Customer Care Communications Manager
Permanent
Location: Edinburgh, Peterborough & Witham (typically 2 days in the office per week, 3 from home)
Salary: A competitive salary from £35,120 – £43,900, 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 Manager, you will manage a team who are at the centre of customer communications. The team will be responsible for carrying out a range of tasks to both create new and review existing customer communication templates. The team 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.
Key Responsibilities:
- Leading, engaging, coaching, and developing a high performing team.
- Ensuring the overall accuracy and quality of Customer Care communications and meeting SLAs and regulatory timescales.
- Establishing efficient processes that ensure a good outcome for customers and Aegon in line with Consumer Duty.
- Developing and maintaining a quality assurance model and effective governance.
- Root cause analysis driving continuous improvement of customer communications.
- Identification and management of risk.
We’d love to hear from you if you have:
- Proven experience of leading and motivating a high performing team
- Experience in writing customer communications or leading a similar team.
- Good knowledge of Consumer Duty principles
- High levels of accuracy and attention to detail
- Persuasive presentation / communication skills when influencing internal and external stakeholders.
- Experience of establishing new processes and continuous improvement
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.