Position: Customer Communications and Delivery Manager

Location: London (Aldgate) , hybrid - 2 days per week in office

Contract Type: Permanent Opportunity

Annual Salary: 67,500 + Extensive Benefits List

Are you a strategic and detail-driven communications professional with a passion for delivering clear, impactful messaging to customers? We are seeking a Customer Communications and Delivery Manager to lead and elevate our client's customer communications across a variety of platforms and touchpoints.

This is a high-impact role where your work will directly enhance the customer journey during key service interactions. You'll join a collaborative and values-driven environment where clarity, consistency, and customer experience are central to the mission.

About Our Client:

You'll be joining a well-respected public body within the UK financial services sector. This organisation plays a vital role in protecting consumers when authorised financial firms fail, providing reassurance and stability across the financial landscape. Their mission is centred on fairness, clarity, and customer confidence-and your work will be instrumental in supporting that.

Key Responsibilities:

• Lead end-to-end delivery of customer communication projects across email, letter and digital channels.
• Create and manage a suite of communication templates and customer journey content, ensuring accessibility, clarity, and alignment to brand tone.
• Oversee the delivery of incident-related and bulk customer communications, ensuring accuracy, timeliness, and regulatory compliance.
• Collaborate with stakeholders across customer, content, and digital teams to optimise customer touchpoints.
• Provide strategic input on content performance, using data insights to drive improvements.
• Deputise for the Senior Customer Communications Manager as needed.

What We're Looking For:

• A natural storyteller and exceptional writer, with a love for plain English and customer-first content.
• Strong experience managing multi-channel communication projects and customer journey mapping.
• Proven ability to work cross-functionally and influence stakeholders at all levels.
• Comfortable editing and producing content using CMS and marketing/email platforms.
• A proactive team player who can manage multiple deadlines while upholding content quality and brand consistency.
• Strategic mindset with an understanding of digital communications, content accessibility, and brand messaging.

Why Apply?

• Join a mission-driven organisation delivering services that matter.
• Help shape customer experience through meaningful communication.
• Work in a supportive and agile environment with room for growth.
• Be part of a team that values creativity, clarity, and continuous improvement.

If this role is of interest, please apply with an up-to-date CV

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

Adecco/Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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