Operational Customer Communications Manager

Job introduction

The salary for this role is up to dependent on skills and experience

Ready to shape the way our members hear from us? As Senior Operational Communications Manager, you’ll lead the strategy and delivery of clear, consistent, and compliant communications. You’ll help make sure the messages we send support better member experiences, meet regulatory standards, and give teams the guidance they need to communicate with confidence.

You’ll be a leader who recognises that communications are not just outputs. You’ll enable teams to deliver clear, consistent and genuinely useful communications that support better member outcomes and strengthen regulatory confidence.

This is your chance to shape the standards, frameworks and improvements behind our communications, helping teams turn insight into action and making it easier to deliver great member outcomes. You’ll work closely with senior leaders across Homes and Money, using insight, technology and curiosity to remove friction, improve how we work and support better decisions. Most importantly, you’ll inspire your team to champion our members, creating a culture where curiosity, creativity and customer focus are part of everyday work.

At Skipton, we're founded on fairness. We exist to do right by our members - and we believe that starts with doing right by our people. So, whoever you are and whatever you bring, there's a place for you here and a genuine plan for where you go next.

What You’ll Do

Owning a home is part of everyday conversation and at Skipton, we’re focused on helping more people make it happen. Join the Homes team and you’ll be part of work that champions first time buyers, removes barriers, and creates new ways for members to get onto and move up the property ladder.

Your key responsibilities will include:

• Inspiring, motivating, and empowering the team to be curious, think differently and champion our members.

• Developing and leading the operational communication strategy to ensure all member communications are clear, consistent, and aligned with regulatory requirements, brand and tone of voice

• Maintaining standards and frameworks that support clear, consistent and compliant communications

• Improving customer communications by exploring and using technology and innovative solutions to streamline processes and deliver quicker, more efficient change.

• Overseeing the governance of operational communications, monitoring performance and risks – providing regular reports to senior stakeholders on effectiveness, volumes, compliance and member feedback

What You’ll Need

• A curious, improvement-focused mindset, with the confidence to challenge how things are done, remove blockers and help teams find better ways to deliver for members.

• Experience working within Financial Services, and an understanding of relevant regulatory requirements such as Consumer Duty, MCOB and Vulnerability and accessibility expectations.

• Proven leadership experience within a customer-focused environment, where understanding, responding to, and improving the customer journey or experience is central to the team’s purpose.

• A good understanding of customer communication channels and platforms

• Comfortable working with senior stakeholders, building strong relationships, managing different priorities, removing blockers and influencing decisions in a collaborative way.

• Effective communication skills, with the ability to share information clearly, adapt style for different audiences and translate complex regulatory requirements into clear, customer-focused communications and practical guidance for teams

• Strong risk management and mitigation skills

• Marketing experience would be beneficial, but is not essential.

It’d be great if you also had:

• Experience within operational communications, delivering customer-focused and inclusive communications strategies

• Familiarity with content management systems, workflow platforms and customer communication tools, such as Adobe

What’s In It For You

Your work matters.

And the way we reward you matters, too.

At Skipton, we offer pay and benefits that really do make life better, together with a genuine thank you for making a difference.

• Annual discretionary bonus scheme

• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days.

• Matching employer pension contribution (up to 10% per annum)

• Colleague Mortgages and access to Skipton products and services at discounted rates.

• Flexible working to help balance your commitments.

• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships

• Lifestyle perks such as a Home and Tech voucher, which can be used at John Lewis, Currys, and IKEA

We’re here to make life better for our members.
About Skipton.

Our story began in 1853 in Skipton, North Yorkshire. Today, you’ll find us across England and Scotland, from Aberdeen to Plymouth.

We help over a million members put down roots, save for what matters, and feel good about their money. As a mutual, they own us, so everything we do is for them. You'll feel that same fairness and purpose in how all 2,500 of our colleagues work together, too.

It all means that life at Skipton is more exciting than you imagine.

What it's like to work here
Life at Skipton

We talk and we listen to each other. And we make decisions as a team. That way, you get all the support you need to do work that works for everyone.

At Skipton we value work life balance and are proud to support hybrid and flexible working. This opportunity is for 35 hours per week, Monday to Friday and you’ll spend a minimum of 3 days a week collaborating with colleagues at our Head Office in Skipton.

We also value what everyone brings to Skipton. And we create a fair place where you can be yourself. Our colleague networks play a big role in this. They connect people with similar life experiences and make our workplace warm, friendly, inclusive, and welcoming.

It’s not just our members who are important to us.
You are, too.

Lots of organisations talk about wellbeing, but they don’t always back it up. As a mutual, we put people first. And that includes the people who work here. So, when we say we care about your wellbeing, we mean it.

Wellbeing isn't just one thing. It’s about feeling good, having energy, and being able to be yourself and perform at your best. That’s why we offer help for your mental and physical health across five key areas.

What’s more, it’s helps you can use too - not just read about it.

Apply now.

Sounds like you? Then apply now.

You don't need to tick every box - we look for people who care about our members and who want to grow at the same time. The rest can follow.