Manager - Customer Communications

Location Merseyside
Discipline: Internal
Job type: Fixed Term
Salary: £45,384 - 48,875
Contact email:
Job ref: 002422
Published: 12 days ago
Duration: 6 months
Expiry date: 21 Jul 2024 23:59

Department: Marketing & Communications

Reports To: Director - Marketing & Communications

Hours: 37


Overall team / department purpose

- The Marketing & Communications team is responsible for ensuring that our business has in place a dynamic, proactive and engaging marketing and communications strategy which protects and enhances our businesses reputation, communicates effectively with customers and colleagues and promotes business products and services.

- The team act as ambassadors for the brand and with all associated activities being planned, managed and delivered to fully support our business Vision, Values and Corporate Plan.

Key role priorities

- This role is our business lead for strategic and operational management of customer communications including letters, distribution, targeted customer communications content (digital and tactical) and the management of our external direct mail and distribution partners.

- The role will lead on the transformation of our customers communications content and channels – aligning all activity with regulatory requirements, our brand and tone voice, keeping things simple, clear and understandable for our customers.

- The holder is responsible for pro-actively and effectively developing, planning, managing, and delivering a customer communications plan in collaboration with the wider Marketing and Communications and internal stakeholders.

- The holder will be responsible for procuring an innovative and effective direct mailing partner, making sure that the service value for money

- The holder will stay up to date with changes in the regulatory demands of our customer communication function and make sure our approach reflects and addresses the evolving requirements.

- The role will be responsible for developing and shaping the customer perception of our brand and our impact on the people and communities that we support.

Key working relationships

- The role holder works closely with our Customer Insight Directorate including Executive Director, Directors, Managers and the wider team.

- The role holder will work alongside our Business Improvement team to drive the Customer Communication project forward, aligning with agreed project timelines and objectives.

- The role holder will need to work proactively and collaboratively with colleagues across the Marketing & Communications team and to have effective working relationships with managers and colleagues across our business more generally.

- The role holder will lead and contract manage our external direct mail partner.

- The holder is required to liaise effectively with a range of external agencies and other key stakeholders to make sure we deliver our objectives aligned to our Corporate Plan.

Main duties & responsibilities

- Support the Director - Marketing and Communications to develop and deliver an exceptional service to our internal and external customers.

- Act as the lead for the development of a group wide customer communications transformation project  – working closely with all customer facing colleagues to review, rewrite and implement all customer communications (letters, emails, text messages and other)

- Develop, maintain and deliver a group-wide customer communications plan, addressing all regulatory requirements and guidance.

- Work closely with the Business Improvement team to drive Customer Communication transformation through our agreed project management approach.

- Act as the lead for the procurement and development of our new direct mail and print partners – implementing an innovative solution that provides visibility, communications accountability across all areas of our business

- Ongoing review of all customer communication activity to make sure it aligns with our Marketing and Communications Strategy,

- In conjunction with other members of the Marketing and Communications team, support with the production of key publications and collateral for customers.

- Produce relevant management information regarding the performance of customer communication activity the reputation of our business and our customer perception and what we do and how we do it.

- Ensure that all activity is delivered within approved policies, procedures and budgets.

- Liaise most effectively with any appointed external agencies or advisors in the delivery of certain functions, projects or jobs.

- Complete any other tasks as commensurate with the level and nature of the posts as delegated by the role’s line manager.

Key measures of success

- Development of a group wide Customer Communication process, transforming our approach to Customer Communication and addressing all regulatory requirements.

- Effective review, re-write and embedding of all customer letters, emails and text messages. Working with teams across the group to review and re-write all letters. Creation of letter templates and identifying value for money opportunities in our Customer Communication approach.

- Develop and implement a group wide Customer Communications plan in collaboration with the wider Marketing and Communications Team.

- Effective implementation of a new direct mail partner – contract managing the external partner and making sure we get value for money and effective service delivery.

Livving our values

Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:

Making a difference daily

We invest in our people, our customers and in the creation of a fairer society.

Positively open

We’re open to feedback at all times, as we strive to deliver a first-class customer experience.

Forging the right way

We’re creating an inspiring road which others will want to follow.

Together as one

Our teams work on another level of cohesiveness to enable us to deliver better outcomes.

Each one of us

- listens to our customers and makes their needs a priority

- is committed to equality, diversity and inclusivity

- takes a flexible approach and works where we’re needed

- follows health and safety guidelines to keep ourselves, colleagues, and customers safe

- helps reduce risks by proactively communicating any potential issues to our line managers

- protects sensitive information by safeguarding customer, colleague and third-party data

- is guided by our policies, procedures and social aims

- is dedicated to continual learning and taking ownership of our personal and professional development.


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