We're looking for a customer-focused, organised individual to join our existing team as a Customer Correspondence Analyst.
Reporting directly to the Customer Communications Manager, you will be responsible for the creation, development, and review of customer communications for internal Customer Experience teams and relevant projects. In addition, you will be responsible for supporting with regular manual mailings to customers and liaising with external print suppliers and supporting with the development of automated document specifications.
You will have the ability to take information that is sometimes technical and complex, and translate it with a customer lens, into correspondence that is easy for our customers and members to understand, meets regulatory and compliance expectations, and follows LV= brand guidelines.
About you Our ideal candidate will:
Demonstrate excellent written communication skills, with the ability to explain complex technical information in a customer-friendly manner. Possess excellent organisational and time management skills, with the ability to work on own initiative and prioritise workloads effectively. Have good knowledge of financial services and products. Hold excellent analysis skills, with the ability to translate data into meaningful customer MI and tangible action plans. Have previous experience in a copywriting or customer communications role (desirable). Have previous experience working with automated document specifications (desirable). Possess experience and knowledge of behaviour economic/science principles (desirable). Be customer-focused, with a passion for making a difference to customers, and achieving positive resolutions. Details Creating new communications based on briefs from within the Customer Experience Teams, or from Projects. Providing reviews of existing documentation, considering customer needs and keeping these at the heart of what we do. Prioritising your own workload based on regulatory demand, business needs, and customer impact. Maintaining knowledge of regulatory minimum standards for document review. Following the agreed sign-off process for correspondence, collaborating with stakeholders, and compiling responses and feedback within strict deadlines. Engaging with relevant stakeholders and obtaining appropriate SME input to ensure accurate information is included in all correspondence. Compiling and sharing information about any mailings to relevant departments in advance. Collating and sharing appropriate support material for operational areas to handle incoming queries. Considering vulnerable customers and ensuring all Communications follow LV= language. Translating financial and technical information into clear customer language, ensuring all letters are easily readable. Taking learnings from behavioural economics and applying these to documents to achieve better customer resolutions. You'll work 35 hours per week. Salary is dependent on experience. Your salary will also increase as you progress within your role and you will be eligible for a performance-related annual bonus.
Why work for us? The team are very supportive and everyone around you will help each other. You'll be trained and mentored to ensure you know the systems and processes inside out, as well as learning how to deal with the tougher scenarios. One thing we're good at? Celebrating success and a job well done! We'll make reasonable adjustments for your specific needs to make sure your individual requirements are accommodated as far as possible – just let us know what you need, and we will be more than happy to discuss.
Rewards and Benefits This role is a Band B in the LV= Structure. To find out more about our bands, please view our FAQ page. We want you to love what you do, and that's why we've put together a benefits package that recognises and rewards a job well done.
At LV= Life and Pensions, you'll go above and beyond to do the right thing for our customers and we'll reward you with an attractive, competitive salary and benefits package in exchange for your hard work, which will include:
26 days' holiday with the opportunity to buy or sell holiday. An annual bonus scheme based on company and personal performance. Cycle to work scheme. A competitive pension for which LV= Life and Pensions will double match the amount you pay, up to 14%. Up to 20% discount on our life products for you and your immediate family. Why not follow us on Glassdoor and take the opportunity to see real reviews of what it's like to work here.
Go on, bring your true self to LV=.
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