Communications & Engagement Consultant

  • Permanent
  • London
  • Applications have closed

British Telecom (BT)
Website

Job function : Employee/Internal Comms
Main location : UK & Ireland-United Kingdom-London
Other Locations : UK & Ireland-United Kingdom-Cheshire-Warrington, UK & Ireland-United Kingdom-Lancashire-Accrington, UK & Ireland-United Kingdom-South Yorkshire-Doncaster, UK & Ireland-United Kingdom-Angus-Dundee, UK & Ireland-United Kingdom-Newcastle upon Tyne
Schedule : Full-time
Working pattern : Standard
Salary : Competitive
Closing date : Apr 5, 2018, 6:59:00 AM

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

The role holder is responsible for delivering programmes and initiatives within Customer Care that develop a positive and motivational environment across the call centres, reinforcing the Customer Care vision and priorities.

This person works closely with the Consumer and group communications teams to make sure there is clarity and consistency of messages across BT. They also liaise with senior stakeholders from Customer Care including senior management, channel management, change and training to provide operational communications through a range of media.

He/she will also help to drive the employee engagement agenda within Customer Care.

What you’ll be doing

Develop communications plans in support of a number of business objectives and/or change programmes which often need to be managed simultaneously, clearly articulating how solutions help address business issues.

To translate the Customer Care vision into operational communications activities.

Encourage and stimulate innovation and creativity that builds on traditional methods with the aim of improving employee communication and engagement.

To gain agreement/sign off to comms strategy and plan with key stakeholders/sponsors.

To utilise a range of measurement and feedback techniques and tools to drive customer satisfaction and continuous improvement.

To set the agenda and manage the logistics of Director communications to their teams through a variety of communications channels.

Work with Proposition, Campaign Managers and Group Marketing and Brand to define, deliver and drive delivery of new products and/or propositions within Customer Care, ensuring alignment to external and internal brand messages.

Write grammatically correct, clean and engaging copy. Use a range of copywriting techniques to make the message clear, concise and compelling.

Demonstrate enhanced stakeholder management skills – being able to work confidently and effectively with challenging stakeholders at all levels and in a range of scenarios.

Make effective and cost-effective use of suppliers (internal and external).

To be able to work with people on Customer Care sites to ensure that messages are received and understood.

We’ll also need to see these on your CV

Essential:

Strong communication skills – written, verbal, visual, online & social
Ability to influence senior decision makers and stakeholder management skills
Proven track record of being able to think creatively to communicate business messages
Extremely well organised to deliver a lot of work in a short period of time
Background in working with large organisation to influence change

Preferred:

Degree or relevant experience

Preferably in London but will consider Newcastle, Warrington, Accrington or Swansea

Candidates must provide evidence of the 5 key skills listed below on their CV:

Strong communication skills – written, verbal, visual, online & social

Ability to influence senior decision makers and stakeholder management skills

Proven track record of being able to think creatively to communicate business messages

Extremely well organised to deliver a lot of work in a short period of time

Background in working with large organisation to influence change

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

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