Customer Marketing |Communications Lead

Job description
About The Role

As the Customer Marketing Lead for HC-One, you will play a key role working collaboratively with stakeholders across the organisation to ensure our customer journey and communications to families protects and builds our reputation as the UK’s kindest care home provider.

Your primary role will be to craft communications and letters to our residents and families, to generate customer feedback and insight, and to develop action plans and business cases to support the improvement of our customer journey.

You will help ensure that all direct communications to families from across the organisation align to our core brand narrative and comply with all our regulatory and GDPR/data protection requirements.

You will also be responsible for supporting the business to listen and learn from its customers by working in partnership with other teams (IT, customer care, commercial and operations) to collect real-time feedback from our families then share and act on the learnings.

This role is Hybrid working (in the north east) or remote working.

About You

You have at least three years’ experience and a proven track record in marketing, communications or customer experience and ideally hold a BA/BSc degree or higher-level marketing qualification.

With outstanding verbal and written communication, you will have experience of helping craft core messaging and direct communications to customers. You will also have good relationship building skills and strong commercial acumen, complemented by a customer centric approach, strategic thinking and proactive problem-solving skills.

You must also be able to gather and use data or feedback to generate insight and translate complex ideas, initiatives and customer journeys in easy-to-understand presentations and action plans.

You ideally have experience of using or setting up customer feedback surveys to provide insight and develop actions plans. You will also need to be able to demonstrate that you can work collaboratively with stakeholders at different levels within a complex organisation to develop plans and business cases.

You understand how to gather and use customer insight or data to identify and meet customer needs, can think strategically around a problem and translate it into action plans and can develop and implement customer care and engagement strategies.

Safeguarding is everyone’s responsibility and therefore it is important that you are able to recognise the signs which may indicate possible abuse, harm or neglect in its different forms and know what to do if there are any concerns. All colleagues are required to attend safeguarding training appropriate to their role and to undertake additional training in associated areas. You also have the ability to seek appropriate advice and report concerns, including escalation if action is not taken.

About The Company

HC-One is the UKs largest provider of professional residential, nursing and specialist dementia care for older people with over 280 care homes. Our ambition is to be the 1st choice care home in each of the communities we serve, by providing the kindest possible care to all our residents and their families.

We are very proud of our outstanding team who are compassionate, curious, creative and courageous professionals that can be counted on by their colleagues, our residents and families. We are passionate about ensuring that our colleagues can be their true selves, and that our workforce represents the communities we serve. We prioritise inclusive working practices and invite applicants from all backgrounds into our HC-One family.

What HC-One offer

Benefits

Complimenting your salary, you will enjoy access to a huge variety of benefits and services to support your physical and psychological well-being and throughout your career we will invest in you and you will enjoy additional support and benefits including:
• Award-winning professional learning and development
• 25 days annual leave
• An opportunity to learn from experienced colleagues as part of an outstanding marketing team.
• GP online - providing around the clock GP consultation via an interactive app - available to you and your children under 16
• Colleague discounts – Access to over 1600 high street discounts including carefully selected discount partners
• Wellbeing - free of charge access to an independent and confidential Employee Assistance Programme. This gives Colleagues and their family access to 24/7 365 support for a whole range of issues including physical, mental and financial issues