Location: Flexible
Overview
The Customer and Policy Communications Assistant supports with managing the process of updates and changes to customer communications, policy wordings and other associated documents. You'll work with different teams across the business to make sure all communications are clear, compliant, and meet customer needs. This role needs good organisational skills, strong attention to detail, and the ability to work well with others.
Responsibilities
1. Support customer communication changes: Help plan, coordinate, and execute updates to customer communications, using our communications change framework, tone of voice and communication standards to meet customer understanding needs.
2. Support policy communication changes: Assist with managing changes to policy wordings and associated technical documentation (IPIDs, Schedules, and endorsements).
3. Manage communication repositories: Keep the customer communications and policy wording repositories organised, accessible, and up to date.
4. Track document versions: Assist with keeping track of document changes to ensure the latest versions are accurate and accessible.
5. Work with stakeholders: Collaborate with various business teams to gather requirements and manage the approval process.
6. Ensure compliance: Support the approval process for document changes and help monitor communications to ensure they meet regulatory standards.
7. Quality check: Review document changes for accuracy and consistency.
8. Improve processes: Help evaluate and improve the document change process.
9. Facilitate communication: Ensure clear understanding of document change requirements, timelines, and deliverables among stakeholders.
10. Report performance: Assist with generating reports on communication change activities.
11. Gather requirements: Help understand what changes are needed for customer communications.
12. Write content: Support writing and editing customer communications, ensuring consistency in messaging and tone.
13. Meet regulatory standards: Ensure communications are clear, accurate, and compliant with regulations.
Person Specification
1. Customer-focused and committed to improving customer outcomes.
2. Keen to expand your skills on communication or documentation change management.
3. Skilled in writing and editing, with the ability to simplify complex information.
4. Great at building relationships with colleagues across the business.
5. Organised and able to manage multiple tasks and deadlines.
6. Detail-oriented and accurate in reviewing documents.
7. Good at communicating and working with different teams.
8. Able to work independently and in a team.
9. Strong problem-solving skills and able to suggest process improvements.
10. Familiar with best practices in documentation management and change control.
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