Customer Communications Manager Summary

About the DepartmentThe 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 doingThe 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.
  
  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.