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Customer Communication Exec

Knowledge

Upskilling and demonstrating own awareness of key industry regulatory requirements and the impact of these on transactional communications and customer outcomes

Maintaining customer marketing and transactional channel preferences in accordance with the Data Protection Act 2018 (DPA) and Insurance Directive Distribution (IDD) regulations, and tracking the number of opportunities through regular MI reporting

To actively support and encourage at all times, compliance with our quality principles, company policies and best practice in security, legal and regulatory requirements

To safeguard information, paying particular attention to customer and employee data and business sensitive information

Take all reasonable steps to ensure appropriate confidentiality

Understanding of FS regulations and compliance requirements

Support the Customer Communications Manager to map every transactional journey with customer and colleague lenses

Creative copywriting

Copywriting qualification or relevant certification

To support and deliver outstanding customer transactional communications across Atlanta. Ensuring an optimised customer journey providing clear and concise information to the customer at all times.

Demonstrated experience of effective written communications

Play a key role in the delivery of the Customer Communications forum

Skills

Support the Customer Communications Manager in translating transformational opportunities into high level requirements, working with the Business Change team to identify and assess potential solutions (internal capability/external partnerships) making recommendations and prioritising a delivery roadmap - including business cases etc

Provide a consultative approach to internal customer communication needs/requests providing challenge where appropriate to ensure we continue to deliver excellent customer communications.

Supporting the Customer Communications Manager to deliver the transactional communications requirements across a suite of retail and commercial insurance products

Writing communications which are on brand and deliver the desired outcomes from both our business and our customers

Working closely with the Business Readiness & Resilience Team to ensure operational awareness and effectiveness

Brand guardian of customer transactional communications – you will develop communications which are rooted in customer insight, aligned with our regulatory requirements and our customer principles

Reporting to the Customer Communications Manager, this role will help to support the Customer Communications Manager with identifying efficiencies within the systems, processes and customer

Strong knowledge of Microsoft applications, particularly Word, Excel and Power Point

Strong oral, written and numerical skills

An incredible eye for detail, especially where small print is concerned

Behaviours

Ensure your own continuous professional development by participating in external networking / conferences /associations / groups, to stay current on Industry developments & innovations.  Encourage, support and coach other team members in their own development

Maintain a positive and solution oriented approach to work, providing open and honest feedback

Thrives in a customer experience environment

Ability to liaise with all levels both externally and internally

In all internal and external contact, present a professional and positive image of the department, the team and the company as well as maintaining mutually constructive, positive and beneficial relationships

Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role

Accuracy of Work

Attention to detail

Applying a continuous improvement approach to analysing and prioritising pain/pinch points in the existing customer journeys where changes to process could help improve customer experience

Liaise with complaints team to understand customer feedback/complaints on the documentation, provide recommendations for change and deliver these approved changes

Strong ability to listen, take ownership and resolve

Strong ability to multi-task and prioritise activities

High level of self-motivation is required

Ability to work autonomously

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