Customer Communication Manager

Knowledge

Understanding of FS regulations and compliance requirements

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

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

Being the communications subject matter expert (SME) supporting a group-wide Digital Transformation Programme

Work with the Direct Marketing Manager to ensure the brand messaging is consistent and adhered to

Skills

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

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

Leading the design, creation and implementation of new transactional journeys and communications to meet the needs of the customer, the business and regulatory requirements

Strong oral, written and numerical skills

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

Working with varied internal stakeholders across the group to map every transactional journey with customer and colleague lenses

Behaviours

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

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

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

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

To be aware of and understand Atlanta’s Whistleblowing Procedure and Code of Conduct. To question and act upon concerns about malpractice or wrongdoing by following the Atlanta’s Whistleblowing Procedure

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

Take all reasonable steps to ensure appropriate confidentiality

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