The Opportunity:

We are delighted to be recruiting a Customer Communications Officer for a 12-month fixed term contract, based at our Bristol head office.

In this essential role, you will manage and deliver our operational product and service-related customer communications (‘Functional Communications’) that ensure good customer understanding and positive outcomes throughout the customer lifecycle. Working collaboratively across the business – and day-to-day alongside our other Customer Communications Officer – you’ll play a key part in ensuring communications are accurate, compliant, clear, and aligned with the bank’s brand values.

You will also help maintain processes and controls needed to manage operational risks linked to customer communications. This role is both challenging and rewarding, offering fantastic opportunities to develop your skills, broaden your experience, and make a meaningful contribution within a values-driven organisation.

We offer flexible, hybrid working - typically two days per week in our Bristol office, with the option to work from home on other days.

Key responsibilities:

• Develop and deliver clear, accurate, engaging customer communications across multiple channels, ensuring alignment with our tone of voice and brand values.
• Confidently create, edit and publish content using our CMS and email launch tools, ensuring mailings and updates are delivered on time and to a high standard.
• Work independently as a self-starter, managing your own workload while collaborating effectively with your fellow Customer Communications Officer to ensure all day-to-day requirements – particularly customer mailings – are completed smoothly and efficiently.
• Collaborate with internal stakeholders to plan, prioritise, and implement customer communications, ensuring consistency with other messaging.
• Manage and maintain our repository of operational communications, including customer letters, documents, and website content, ensuring all materials are kept up to date.
• Coordinate the testing and approval processes of communications, including working with the Consumer Communication Forum and relevant working groups.
• Liaise with marketing, brand teams, and external suppliers to ensure high-quality creation and delivery of communications.
• Use data and insight to monitor, analyse, and improve communication effectiveness, presenting findings to governance forums where needed.
• Ensure compliance with regulatory requirements, supporting wider business initiatives and continuous improvement activities.

What We’re Looking For

We’re seeking a proactive and detail-oriented communicator, with the confidence and capability to work both independently and as part of a small, supportive team. You will ideally bring experience from financial services or another regulated environment where accuracy, controls, and risk management are paramount.

You will also bring:

• Strong writing skills with the ability to create compelling content across multiple formats and channels.
• Ability to work as a self‑starter, balancing autonomy with effective teamwork.
• Strong project management and organisational skills, with the ability to coordinate tasks and stakeholders to meet deadlines.
• Proficiency in using content management and workflow management tools and applications e.g. digital (website and other digital channel) content management systems / email management systems, and knowledge management tooling, for the management, production and publishing of content in different channels.
• Analytical skills, with the ability to interpret data and support informed decisions.
• A good understanding of regulatory requirements, or a willingness to learn quickly and apply that knowledge rigorously.

What We Offer:

In return for your hard work and expertise, you will receive a competitive full time equivalent salary of between £33,000 and £35,000 depending on experience, plus access to our extensive benefits package, where most of our benefits are non-contributory.

Our benefits include:

• Non-contributory pension scheme from your first day of 8% in year 1 and 10% from year 2 onwards
• Life Assurance (worth 4 times basic pay)
• Income Protection - 75% of basic pay after 13 weeks sick and following six months service.
• Private Medical Insurance with optional enhanced or HCP family coverage
• A Health Cash Plan
• Vitality Leave – After each 5 years of service, you will be able to take a sabbatical of up to 3 months. This benefit is then available after every 7 years of service thereafter.
• 27 days (Full Time Equivalent) annual plus bank holidays per annum increasing to 30 days after 2 years’ service.
• A buy and sell holiday scheme of up to 5 days (Full Time Equivalent) to maximum of 35 days.
• 5 days fully paid carers leave.
• A wellbeing allowance of £200 a year
• 1 Wellbeing Day
• Free yoga classes
• Co-worker retail discounts
• Cycle to work scheme.
• Refer a Friend scheme.
• Colleague recognition voucher scheme

We are committed to diversity and inclusion and would therefore welcome applications for candidates from underrepresented and neurodiverse backgrounds. We value that receiving applications from candidates with diverse backgrounds is key in supporting our inclusive organisation to grow. We don’t want to miss out on candidates who feel they don’t exactly match the job description requirements, so if this is a role that sounds interesting to you, and you feel you could add value to the role please do apply. You could be exactly what we need!

Closing Date: 03/02/2026