Customer Engagement & Communication Coordinator

Places for People; Northwich; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

27 days’ holiday plus Bank Holidays

Buy/sell up to five days’ annual leave

Healthcare cashback plan

Remote GP access 24/7

Study/qualification sponsorship (up to

Pension scheme with matched employer贡献

Life assurance 4x salary

Place Rewards discounts and vouchers

Job summary

Places for People in the United Kingdom is seeking a Customer Engagement & Communications Coordinator to support the delivery of customer communications, engagement activity and digital adoption.

You will create engaging content across channels, coordinate campaigns and use customer insight to identify ways to improve experiences. There is an opportunity to explore how AI, automation and self-service solutions can simplify processes and enhance customer journeys.

Qualifications

• Strong written communication and content creation skills.
• Analytical mindset using engagement data to identify opportunities for improvement.
• Excellent organisation and attention to detail across multiple requests and deadlines.
• Strong communication and collaboration with a range of stakeholders.
• Customer-first mindset balancing customer needs with operational and compliance requirements.
• Confidence using digital tools and approved AI capabilities.

Responsibilities

• Create clear, accessible communications across channels (campaigns, newsletters, high-volume notices).
• Support customer engagement activity, including consultations, committees and AGMs, and promote digital/self-service options.
• Maintain and improve customer guidance, FAQs and knowledge-base content.
• Use customer feedback and data to identify opportunities to improve communications and journeys.
• Identify where AI, automation and self-service could reduce repetitive activity and improve content.
• Process customer refund requests accurately and keep customers informed throughout the process and track outcomes.
• Collaborate across Customer Experience & Digital and operations to ensure quality, accessibility, compliance and data handling.

Skills

Strong written communication

Analytical mindset

Organisation & attention to detail

Communication & collaboration

Customer-first mindset

Digital tools & AI awareness

Tools

Salesforce

Job description

Are you a strong communicator with a passion for creating clear, engaging content and improving the customer experience?

We're looking for a Customer Engagement & Communications Coordinator to support the delivery of customer communications, engagement activity and digital adoption.

You’ll create engaging and accessible customer content, coordinate campaigns and communications, and use customer insight to identify ways we can improve. You’ll also have the opportunity to explore how AI, automation and self-service solutions can simplify processes and create better experiences for our customers.

What You’ll Be Doing

• Creating clear, accessible and customer-friendly communications across a range of channels, including campaigns, newsletters and high-volume communications.
• Supporting customer engagement activity, including consultations, committees and AGMs, while helping customers make greater use of digital and self-service options.
• Maintaining and improving customer guidance, FAQs and knowledge-base content to make information easier for customers to access and understand.
• Using customer feedback, engagement data and operational insight to identify opportunities to improve communications, processes and customer journeys.
• Identifying where AI, automation and self-service could reduce repetitive activity, improve content and create more efficient customer experiences.
• Processing customer refund requests accurately, keeping customers informed throughout the process and tracking outcomes.
• Working collaboratively across Customer Experience & Digital and operational teams, ensuring communications meet quality, accessibility, compliance and data-handling requirements.

What We’re Looking For

We’re looking for someone with:

• Strong written communication and content creation skills, with the ability to write clearly, accurately and in a customer-friendly way.
• An analytical mindset and confidence using engagement and performance information to identify opportunities for improvement.
• Excellent organisation and attention to detail, with the ability to manage multiple requests, campaigns and deadlines.
• Strong communication and collaboration skills, with confidence working with a range of stakeholders.
• A customer-first mindset with the ability to balance customer needs with operational and compliance requirements.
• Confidence using digital tools and approved AI capabilities, with an interest in finding smarter and more efficient ways of working

Experience within customer communications, engagement or customer experience would be beneficial, alongside knowledge of Salesforce or other CRM platforms, high-volume communications, self-service content, AI-assisted content creation or automation.

What does RMG have to offer you?

You’ll not only be joining a thriving market leader where you’ll benefit from working alongside some of the best people in the industry, you’ll also receive a superb package of company benefits, including:

• 27 days’ holiday plus all Bank Holidays
• The option to buy or sell up to five days’ annual leave each holiday year
• Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges
• 24/7 access to remote GP services
• Sponsorship for study and professional qualifications, including up to four study days
• Pension scheme with contributions matched up to 7%
• Life assurance of four times your annual salary
• Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers

If you are a Places for People customer and you’re looking for support with your application, please contact our skills and employment team on

If you are using a mobile device such as an iPad then ensure your CV is stored in the cloud, we currently support Google Drive, OneDrive and Dropbox.

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can’t promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities

Armed Forces

We are proud to support the Armed Forces Covenant. Places for People will guarantee an interview for any candidate who is serving or has formerly served in the Armed Forces, as a reservist, armed forces veteran (including the wounded, injured and sick), cadet instructor and military spouse/partner and who meets the essential criteria for the vacancy.

Disability Confident

We are proud to be a member of the Disability Confident scheme certified as Level 2 Disability Confident Employer. This helps us to successfully employ and retain people with disabilities and health conditions. Disabled applicants who meet the essential criteria for a vacancy will be guaranteed an interview. The Equality Act 2010 (Disability Discrimination Act 1995 for NI) defines a disabled person as someone who has a physical or mental impairment that has sa substantial and long-term negative effect on their ability to do daily activities.

Neurodivergent

Neurodiverse individuals have highly valuable skills, and we recognise that a traditional interview process sometimes works against them and doesn’t allow them to self-advocate. Neurodiverse applicants who meet the criteria for a vacancy will be guaranteed an interview.