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Communications Team Manager
Pearson
London, , United Kingdom
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Description
Business Area Overview:
Within the Pearson UK Customer Service Division this key role is accountable for engaging with our external customers and internal stakeholders to ensure that we are communicating effectively and efficiently. It is therefore essential that we engage effectively across Pearson UK and ultimately with the Schools, teachers, WBL & FE customer group to ensure we provide them with the necessary guidance and support. This will result in our ability to maximise self service opportunities and enhance the customer experience.
Position Description:
Reporting to the Head of Business Improvement and working with the key stakeholders within both Customer Services and Pearson UK, you will be instrumental in the identification and delivery of initiatives that not only enhance the customer experience as part of a continuous drive for improvement, but also inform the development of new products and services. Working within an ever-changing educational environment, you will need to keep all stakeholders up to date effectively using an array of communication methodologies appropriate for the intended audience.
Key Role-Specific Deliverables:
• Develop, support and maintain clear and consistent communication processes and procedures to ensure Customer Services, Qualifications and other key parts of Pearson UK can engage with internal / external customers and make them aware of important developments such as qualification and project updates, system enhancements and product development.
• To lead on the customer services communications strategy and continually review new channels to interact with customers, advising the business on the most effective methods of communication and implementing as required.
• Line manage the team of four Communication Managers, carrying out 1:1 meetings, goal setting, performance reviews and planning their development.
• Accountability for the production and distribution of a number of weekly / monthly newsletters, both internal and external, ensuring that the content of communications disseminated is accurate, appropriate, timely and becomes / continues to be the readership of choice amongst our customers. This includes ‘update from your Account Specialist’, ‘Exams Officer Update’ (national and international) and an internal ‘Divisional update’.
• Ensuring the communications team support of the vocational and subject area updates.
• To own and manage the Customer Services Communication Calendar, ensuring transparency in activity and effective resource/time management, with a managed process for new communications requests.
• To be part of the Customer Services Business Improvement Team, advising on communication for improvement activities, owning and implementing activity as required. Leading customer communications activity for key projects as required.
• Responsible and accountable for the Customer Service channels / systems that our customers interactive with and our internal stakeholders use from a communications perspective.
• Champion customer / employee engagement across the division, supporting the delivery of initiatives designed to encourage and increase self service opportunities
• Interrogate customer feedback / responses to identify service shortfall to support the development of future communications
• Ensure that all communications to customers are timely and accurate. Also making sure the tone of every communication is the same giving our company a single, branded voice that the customers easily recognize.
Key Customers & Stakeholders:
• Core customer groups (Schools, WBL & FE, Teachers)
• Exam management / Assessment team(s)
• Pearson Qualification Services / Pearson UK
• Customer Service Division heads of department.
Qualifications
Skills/Qualifications:
Previous Work Experience
Essential:
• Experience of effectively managing customer communications through a number of channels
• Experience of communicating key messages across all levels within an organisation
• Demonstrable stakeholder management
• Ability to collaborate effectively and engage teams to work to a common goal
• Experience of reviewing processes and identifying service improvements
• Experience of developing and implementing new processes
• Experience of developing communication plans / strategies
• Exceptional literacy and communication skills
• Highly organised and able to prioritise tasks effectively.
Systems, Tools & IT Literacy
Essential:
• Standard MS Office-based packages
Education, Qualifications & Training
Essential:
• GCE A Level, relevant vocational qualification or extensive experience in a relevant discipline
Desirable:
• Degree, relevant vocational qualification or extensive experience in a relevant discipline