For the past 30 years, Brookson has supported the self-employed, contracting and freelance market with high quality accountancy and finance support.
We have offices in Warrington (our HQ), Bournemouth, and Coventry. Recently, we were acquired by People2.0, a global company specialising in workforce management solutions and global employment services, which means exciting opportunities for career development await you.
We are now recruiting for an Operational Communications & Engagement Specialist to join the Customer Experience Team in Warrington.
What will you be doing as Operational Communications & Engagement Specialist?
As Operational Comms & Engagement Specialist, you will be responsible for developing, implementing and managing all customer-facing bulk operational communications within the UK&I, creating content for internal communication related to the Customer Commitment Programme and managing the VoC and Closed Loop programmes for EMEA.
This role involves crafting compelling narratives, engaging with stakeholders, and ensuring consistent messaging across various platforms and channels.
Customer Communication:
- Develop and implement a comprehensive communication calendar that aligns with seasonal accounting activity and organisational objectives.
- Act as a primary point of contact within the UK&I region for all bulk operational customer communication (non-marketing), providing advice and support to key stakeholders on communication effectiveness as well as identifying the key messages to land effective communication and boost engagement across the customer population.
- Write and create engaging, accurate and timely content to support communication efforts and boost value perception and customer experience, ensuring alignment with the brand and messaging guidelines.
Internal Communication:
- Develop and execute internal communication strategies that enhance employee engagement of the Customer Commitment Framework and Customer Experience Programme.
- Identify key messages and the most effective channels for reaching employees.
- Write, edit, and distribute internal communications including newsletters, emails, intranet posts, and teams' announcements.
Voice of the Customer:
- Manage the voice of the customer platform (Rant and Rave) across EMEA ensuring that the platform remains up to date and all workflow timelines manage to plan.
- Analyse customer feedback data to identify trends, pain points, and opportunities for improvement.
- Develop reports and dashboards to communicate key insights to stakeholders.
- Translate customer feedback into actionable recommendations for various departments.
- Manage closed loop process ensuring that all low scoring submissions are contacted and resolved.
- Monitor, manage and respond to all Trustpilot and Google reviews, ensuring that all complaints are followed through with the appropriate team and also managed through the closed loop process.
Stakeholder Engagement:
- Build and foster strong relationships with internal stakeholders to understand their communication needs both internally and for operational service delivery.
- Support internal stakeholders across EMEA by providing key data on customer feedback, highlighting pain points and driving action against closed loop
Data Analysis and Reporting:
- Analyse engagement patterns and measure the effectiveness of operational communication to customers to identify areas for improvement.
- Prepare and present reports on the Voice of the Customer programme, including engagement rates, CSAT, closed loop progress, theme for improvement and celebration
- Monitor and assess the effectiveness of internal communication efforts, adjusting as needed.
Continuous Improvement:
- Stay abreast of industry trends and best practices in communication management and engagement and voice of the customer programmes.
- Recommend and implement improvements to communication and engagement strategy
What are we looking for in a Knowledge Management & Coaching Specialist?
Essential Experience
- Detail-oriented
- Exceptional written and verbal communication skills
- Communication planning
- Stakeholder management & collaboration
- Proactive mindset
- Adaptable to changing priorities
- Proficiency in using communication tools and platforms
- Ability to manage multiple projects
- Creative thinking and problem-solving abilities
Desirable Experience
- Updated knowledge of service & legislation changes
- Video & QRG content creation
- Graphic Design
- Social Media management
- Continuous improvement and innovation
- Events management
In Return for joining us as Operational Communications & Engagement Specialist
- Hybrid working
- 5% company pension contribution after 3 months
- 23 days' annual leave, plus bank holidays and your Birthday off each year
- 2 Press Pause days per year (An opportunity to step back, breathe, and focus on your wellness)
- Free Financial Advice including Mortgages, Savings, Pensions, and more.
- Wellbeing benefits including discounted gym membership, direct GP access, and an in-house Mental Health First Aid team.
Next Steps
If you are interested in being considered for this opportunity, please apply with your CV highlighting your relevant skills in relation to the above criteria.
Regardless of the outcome of your application, all candidates will be contacted. If your application is successful, Vicky Lloyd from the Talent Team will reach out to you within three working days to guide you through the next steps.