Customer Communications Manager

Customer Communications Manager (12 months FTC)

Contract Type: 12 Months Fixed Term Full Time

Location Bradford Chatham Petersfield or London

Working Pattern:Hybridtypically one to two days a week in the office. Flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldnt hinder you from applying for new opportunities which is why we aim to match your existing flexible working arrangements where possible.

What We Offer

We dont just care about your work we care about your health wellbeing and life outside your working hours. Thats why we offer we offer flexibility empathy and a wide range of resources to help you navigate lifes ups and downs and feel your best. We encourage you to take ownership of your work-life blend support others and make time to prioritise your wellbeing our benefits include:

• Holidays: 25 days of annual leave (rising to 30 with service) and tailor your time off by buying or selling up to 5 extra days. Plus with our flexible bank holiday policy you can swap up to 4 days to celebrate what matters most to youwhether thats skipping Easter or switching up your Christmas plans.
• Pension: Well boost your future with up to 10% employer contributionsbecause your tomorrow matters

• Enhanced Leave:Enhanced maternity (post-probation) and 4 weeks paternity leave to paid neonatal and carers leave weve got your back when it matters most.

• Workations: Why not take your laptop somewhere sunny Work abroad for up to 20 days a year in approved countries. Yes really.
• Paid Birthday Leave: Your birthday your rulestake the day off and celebrate in style!

• Volunteering: 2 paid days a year to volunteer for a cause close to your heart.
• Learning & Development:Access to LinkedIn Learning for all colleagues because your growth matters.

• Financial Wellbeing: Stay on top of your finances with a free Snoop Plus subscription.

• Healthcare: Take care of your wellbeing with our easy self-pay Denplan scheme for dental care and feel confident knowing you can also choose Private Medical Insurance for extra reassurance when it matters most.

You and your Team

Join us as a Customer Communications Manager you will play a crucial role in developing and championing the customer vision and strategy across Vanquis ensuring we transform into a truly customer-centric business.

This role is predominantly about policy assurance and control ensuring consistently good practice across the organisation that enables great customer outcomes.

You will be accountable for implementing and further developing our Group-wide customer communications strategy and for relevant oversight and controls to improve consumer understanding and deliver consistently good customer outcomes.

As a Customer Communications Manager here are your key areas of focus:

• Communications Strategy: Accountable for the Vanquis customer communications strategy including developing and implementing the communications strategy in line with Consumer Duty obligations. This includes accountability for the Group Customer Communications Policy - which holds the organisation to account for all customer communications - and ensuring that communications are easy to understand and deliver good outcomes for customers.
• Communications Reviews: Lead the process of regular thematic review of priority communications items to assess extent to which guidelines are met recommend and test improvements with consumers and influence to get agreed revisions set live.
• Customer Experience: Work in partnership with key stakeholders across the organisation to understand measure and implement improvements to all aspects of the customer experience throughout the customer communications lifecycle. Recent projects have included work concerning credit card borrowers in financial difficulty and mobile app development.
• Customer Outcome Monitoring: Oversee the development and management of the Consumer Understanding theme working with stakeholders across the business to drive improvement in areas outside of tolerance.
• Customers with Characteristics of Vulnerability (CCoV): Collaborate with the Customer Outcome Manager and other key colleagues to ensure that CCoV are considered throughout the communications process thereby mitigating risk that outcomes they receive may not be as good as those for other customers.
• Systems: Drive development of an appropriate technology solution which provides a Group-wide store of approvals and version control for communications items to help us meet regulatory expectation.
• Stakeholder Management: Develop and maintain excellent working relationships with departments which originate communications and with other areas offering assurance or expertise to improve content including Compliance Advice Legal Marketing and Operations.

What Were Looking For

• Demonstrable integrity and passion for customers.
• Strong commercial understanding and business acumen.
• Excellent written and oral communication skills demonstrating incision and clarity in thinking.
• Experience in developing and implementing customer communications oversight and controls.
• Strong leadership experience in communications or related fields with a proven track record of success.
• Experienced in leading people and teams to deliver transformation.
• Experience in developing and delivering fully integrated communications programmes.
• Experience of working in a regulated environment or similarly complex environment.
• Previous experience of working in financial services is preferred.

Offers are subject to satisfactory background checks including credit fraud and employment references.

Who we are

At Vanquis we have a simple purpose: to deliver caring banking so our customers can make the most of lifes opportunities. Established in 1880 were now a FTSE All Share company and leading specialist bank. We lend responsibly providing tailored products and services to over 1.7 million UK customers. We see ourselves as the bank thats got your back.

Vanquis has been named one of the Financial Times UKs Best Employers 2025 ranking in the top 50 nationwide and seventh in Banking and Financial Services. This recognition is based on independent employee feedback reflecting our strong workplace culture career growth opportunities and commitment to our are proud signatories of the Armed Forces Covenant and actively support the Armed Forces community including veterans reservists and military families.

We take care of our colleagues as well as our customers we are creating a workplace where everyone feels connected valued empowered and rewarded all guided by our four core values caring for people pulling together finding better ways and getting the right things done.

Rewarding our colleagues goes beyond pay. Were building a culture where everyone feels valued motivated and proud. Alongside competitive salaries we offer meaningful benefits annual salary reviews a discretionary bonus scheme and evolving recognition.

We care about your career and ambitions just as much as you do offering tools guidance and opportunities to help you grow. Take ownership stay curious and well match your ambition with unique experiences hands-on learning and tailored development to support your career journey.

Equal Opportunities

Vanquis Bank is an Equal Opportunity embrace everyones unique strengths and identities. No matter your background identity or experience you are welcome here. We believe diversity enriches our teams and helps us better support our customers.

If theres anything we can do to support you during the recruitment processwhether thats a different format of the application or additional assistanceplease contact us at.

We dont just care about your work we care about your health wellbeing and life outside your working hours. Thats why we offer we offer flexibility empathy and a wide range of resources to help you navigate lifes ups and downs and feel your best. We encourage you to take ownership of your work-life blend support others and make time to prioritise your wellbeing our benefits include:

• Holidays: 25 days of annual leave (rising to 30 with service) and tailor your time off by buying or selling up to 5 extra days. Plus with our flexible bank holiday policy you can swap up to 4 days to celebrate what matters most to youwhether thats skipping Easter or switching up your Christmas plans.
  
• Pension: Well boost your future with up to 10% employer contributionsbecause your tomorrow matters.
  
• Enhanced Leave:Enhanced maternity (post-probation) and 4 weeks paternity leave to paid neonatal and carers leave weve got your back when it matters most.
  
• Workations: Why not take your laptop somewhere sunny Work abroad for up to 20 days a year in approved countries. Yes really.
  
• Paid Birthday Leave: Your birthday your rulestake the day off and celebrate in style!
  
• Volunteering: 2 paid days a year to volunteer for a cause close to your heart.
  
• Learning & Development:Access to LinkedIn Learning for all colleagues because your growth matters.
  
• Financial Wellbeing: Stay on top of your finances with a free Snoop Premium subscription.
  
• Healthcare: Take care of your wellbeing with our easy self-pay Denplan scheme for dental care and feel confident knowing you can also choose Private Medical Insurance for extra reassurance when it matters most.