Customer Communications Manager
Post Introduction
About the Department
The Church of England Pensions Board provides retirement services to those who serve or work for the Church. Both a regulated pension fund and registered charity, more than 43,000 people rely on us for their pensions. A global leader in ethical and responsible investment, we carefully steward the £3.3bn of pension savings entrusted to us to not only grow our members’ pensions, but also to drive systemic and lasting change across the industries and sectors in which we invest for a just and sustainable word. The Board also supports 2,500 retired clergy with their housing plans, managing a national portfolio of 1,200 rented homes and Community Living options.
In just 2 years, the Board turns 100. As we approach that milestone, a key focus for us is how we better support customers with planning well and early for their financial future. We have some big innovative ideas in this space, and we would love to invite a new customer communications colleague to join us to make some of those ideas a reality.
What you'll be doing
The purpose of this role is to design, develop and deliver excellent customer and change engagement plans, with an initial focus on Housing, but also working with Pensions, and Investments where needed. This role will also take a fresh look at our current mechanisms for engagement, and design and lead a plan to improve our digital space.
In this role you will:
- Lead reviews of and make changes to communication materials and channels to enhance the simplicity, clarity and effectiveness of our communications, including making best use of digital tools and existing content.
- Design and deliver plans and campaigns to improve engagement with our services and to encourage agency around customer retirement plans, harnessing insights from colleagues across the Board and adopting a digital first approach.
- Author tailored, quality written collateral (e.g. letters, emails, blogs, guides, newsletters) for customer and stakeholder audiences – making sure that any technical detail is compliant with relevant regulations.
- Working with colleagues in Pensions and Housing, identify the appropriate KPIs that will help track effectiveness of customer communications and levels of engagement.
- Coach, mentor and support colleagues in implementing communications best practice in their interactions with customers and stakeholders.
About You
The Church of England is for everyone and we want to reflect the diversity of the community the Church serves across the whole country. Therefore, while of course we welcome all applications from interested and suitably experienced people, we would particularly welcome applicants from UK Minoritised Ethnicities (UKME)/Global Majority Heritage (GMH) and other under-represented groups.
To be successful in this role, you will have:
- Proven experience in a specialist customer communications role.
- Experience of developing and managing change communication plans, in complex organisational environments and through a multi-channel approach.
- Excellent presentation skills.
- Strong attention to detail, and an eye for ‘good design’.
- Experience of developing campaigns to build engagement with a product or service.
For a full person specification, please see attached job description.
What we offer
Our benefits include:
- A salary of £56,833 per annum plus age-related pension contributions between 8-15% of salary. We will also match any pension contributions you make up to an additional 3% of salary.
- 25 days annual leave (increasing to 30 days within 5 years) plus three additional days
- Flexible working hours and location, with an expectation of just 1-2 days per week in our office in Westminster
- Structured induction programme and access to a range of development opportunities including apprenticeships
- Access to Occupational Health, and an Employee Assistance Programme
- Opportunity to the Civil Service Sports & Social Club, and get involved in a range of staff networks, groups and societies
We try to be as flexible as we can in your work pattern to support you with other commitments, and to give a good work-life balance.
The National Church Institutions comprises a wide variety of teams, professions and functions that support the mission and ministries of the Church of England in its vision to be a church, centred on Jesus Christ, for the whole nation - a church that is simpler, humbler, bolder.
We Include. You Belong.
Our Belonging and Inclusion Strategy aims for everyone in the National Church Institutions (NCIs) to feel that they belong, and are valued for who they are and what they contribute. Together, our people contribute in different ways towards our common purpose, whichever NCI they work in and whatever their background.
Living out our values in all that we do, we:
- Strive for Excellence
- Show Compassion
- Respect others
- Collaborate
- Act with Integrity
We believe our commitment to belonging and inclusion fuels our progress and drives us forward. The NCIs are a safe, inclusive workplace for people of all backgrounds and walks of life. We welcome applications from people of all faiths and of no faith. We want to encourage applications from a diverse group of people who share our values. Even if you have never thought about working for us before, if you have the skills and experience we’re looking for then we would like to hear from you.