Customer Communications Lead

London, UK

Full-TimeDepends on ExperienceMid-LevelBachelors

Job Description

Welcome to NatWest Group! We are currently seeking a dynamic and highly motivated individual to join our team as a Customer Communications Lead. As a leading financial institution, our priority is to provide exceptional customer service and communication is a crucial component of that. The ideal candidate will have a strong background in customer communications and a passion for creating meaningful and engaging interactions with our clients. If you have a knack for building relationships and a desire to make a positive impact, we want to hear from you!

Develop and implement customer communication strategies in line with NatWest Group's overall goals and objectives.
Create and maintain clear and effective communication channels to ensure seamless interactions with customers.
Oversee and manage all customer communication channels, including email, phone, and social media.
Monitor and analyze customer feedback to continuously improve communication methods and processes.
Collaborate with cross-functional teams to ensure consistent messaging and branding across all communication channels.
Train and coach team members on effective communication techniques and customer service best practices.
Stay updated on industry trends and best practices to enhance the customer communication experience.
Develop and maintain relationships with key stakeholders, including customers, to understand their needs and preferences.
Ensure all customer communications are accurate, timely, and comply with relevant regulations and policies.
Track and report on key performance indicators related to customer communication, such as response rates and customer satisfaction levels.
Proactively identify and address any potential communication issues or challenges.
Act as a brand ambassador for NatWest Group, promoting our values and commitment to exceptional customer service.

Where is this job?

This job is located at London, UK

Job Qualifications

Excellent Communication Skills: The Ideal Candidate For The Customer Communications Lead Role At Natwest Group Should Possess Exceptional Communication Skills, Both Written And Verbal. They Should Be Able To Effectively Communicate With Customers, Colleagues, And Stakeholders In A Clear And Professional Manner.
Customer Service Experience: The Candidate Should Have A Strong Background In Customer Service, With A Minimum Of 3 Years Of Experience In A Similar Role. They Should Have A Proven Track Record Of Providing Exceptional Customer Service And Resolving Customer Complaints Or Issues.
Leadership Skills: As A Customer Communications Lead, The Candidate Will Be Responsible For Managing And Leading A Team Of Customer Service Representatives. Therefore, They Should Have Strong Leadership Skills And Be Able To Motivate And Guide Their Team To Achieve Goals And Targets.
Knowledge Of Banking And Financial Services: A Good Understanding Of The Banking And Financial Services Industry Is Essential For This Role. The Candidate Should Have A Thorough Knowledge Of Natwest Group's Products And Services, As Well As The Ability To Stay Updated On Industry Trends And Regulations.
Problem-Solving Abilities: The Role Of A Customer Communications Lead Involves Handling Complex Customer Issues And Finding Appropriate Solutions. The Candidate Should Have Strong Problem-Solving Skills And The Ability To Think Critically And Analytically To Resolve Issues Effectively. They Should Also Be Able To Remain Calm Under Pressure And Make Sound Decisions In A Timely Manner.

Required Skills

Data Analysis
Time Management
Multitasking
Conflict Resolution
customer service
Relationship Management
Active listening
Interpersonal Communication
Team collaboration
Problem-Solving
Verbal and Written Communication

Soft Skills

Communication
Conflict Resolution
Customer Service
Emotional Intelligence
Leadership
Time management
creativity
Teamwork
Adaptability
Problem-Solving

Compensation

According to JobzMall, the average salary range for a Customer Communications Lead in London, UK is approximately £30,000-£40,000 per year. However, this can vary depending on factors such as the size and industry of the company, the individual's level of experience, and the specific responsibilities of the role.

Additional Information

NatWest Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Required LanguagesEnglish

Job PostedDecember 7th, 2023

Apply BeforeMay 22nd, 2025

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