Customer Communication Consultant

Do you want to be part of a force for good, helping to make life better for customers & society in the moments that matter? At Hodge, we put people at the heart of our business and that means our customers, colleagues and communities. Hodge is a Welsh financial service provider that focus on commercial lending, and specialist residential mortgage markets.

The Customer communications consultant is new permanent role reporting into the Marketing operations manager. The role will ensure that all customer communications for mortgages, savings and servicing are accurate and up to date including leading on continuous improvement.  

• Working with cross-functional teams 
• Stakeholder management 

Desirable: 

• Customer marketing/retention experience ideally within a B2B and B2C environment 
• Experience of developing successful marketing campaigns through data and segmentation 
• Project management 
• Campaign management 
• Planning and strategy 
• Time management and prioritisation 
• Marketing automation experience using CRM  

In return we offer:

• Salary: £32,000
• Permanent Contract
• Based in Cardiff City Centre operating in a flexible Hybrid workspace.
• Private Medical & Health Insurance
• 28 days Holiday with the option to buy more.
• Subsidised Gym Membership.
• Extensive learning and development programme
• Generous, personalised benefits package
• Company pension contribution up to 15%
• 4 days on top of annual leave for community and charity work
• Flexible working options

Responsibilities:

1. Own customer communication, working with subject matter experts across the business to ensure technical content is correct  
2. Develop, manage and improve our customer communications to ensure credibility of our comms .
3. Ensure all customer communications produced are on-brand, consistent in terms of style, quality and tone of voice  
4. Editing existing customer communications to make them interesting and beneficial to our different audiences 
5. Work with customer experience, customer service, and retention teams to identify gaps in customer communications .
6. Create new customer communications that are engaging, ensuring they incorporate input from key stakeholders.
7. Work with BI team to build reporting dashboard
8. Manage marketing CRM for business communications  

General

1. Comply with all company policies and procedures and legislative and regulatory requirements, including, but not exhaustively, those related to GDPR, Money Laundering, Health & Safety, PRA/FCA regulations, employment, and other legislative requirements (as applicable).
2. 10. Undertake any other reasonable tasks as and when requested by senior management.
3. 11.  Develop and maintain an up-to-date knowledge of Compliance & Risk regulatory and legislative information related to products/services (e.g. PRA/FCA rules, Data Protection, Money Laundering, etc.), as advised by line management.
4. 12. Support the risk culture of the organisation by taking personal responsibility for identifying and managing risks.

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.