Head of Communications

JR United Kingdom; Reading; Remote; GBP 50,000 - 75,000; Full time

Job summary

A leading organization is seeking a Head of Customer Communications to implement strategies that enhance satisfaction and retention. This remote role involves managing multiple communication channels, crisis communications, and liaising with NHS partners, requiring strong project management and communication skills.

Qualifications

• Strong communicator skilled in translating complex updates into customer-friendly content.
• Experienced in reputation management and crisis communications.
• Comfortable liaising with senior colleagues.

Responsibilities

• Implement and oversee Customer Communications strategy to enhance customer satisfaction.
• Manage crisis communications and customer interaction across multiple channels.
• Produce newsletters and marketing materials for various stakeholders.

Skills

Proofreading

Crisis Communications

Customer Engagement

Project Management

Multi-channel Communication Strategies

Brand Identity Development

Social Media Management

Job description

Here at Optum, we are excited to share that we are currently recruiting for a Head of Customer Communications to join us working remotely on a 12-month fixed-term contract.

Working with our customers, we are leading the way in the delivery of patient-centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not-for-profit organisations, and specialist services. We are committed to developing the next generation of healthcare technology that will truly make a difference.

What you’ll do

• Implement and oversee the Customer Communications strategy at Optum, enhancing customer satisfaction and retention through streamlined communication processes, providing accurate and valuable updates, and managing crisis and incident communications effectively.
• Manage the onboarding of new acquisitions into our customer communications framework and represent the Group Marketing and Communications department on the ICE programme and other important business initiatives.
• Communicate regularly with external partners like the NHS, NUG, regional IT departments, and health boards to meet their communication needs and promote product usage. Produce newsletters for the primary care market and others as appropriate.
• Manage crisis communications for customers, including notifications about major incidents, maintenance, outages, and customer satisfaction updates, in collaboration with PR and Corporate Communications teams.
• Oversee all written communications for new product and feature launches, developing pilot packs and engagement plans.
• Lead multi-channel campaigns to promote engagement with the Optum Help Centre and Optum Learn.
• Manage customer interactions across channels, including social media, and create user-friendly content for platforms like Facebook.
• Contribute to marketing materials, such as Sales Decks and Spotlight magazine, and assist with writing and proofreading tasks.
• Ensure compliance with ISO and other legal and industry communication regulations.

Who You’ll Be

You will be a strong communicator with experience in translating complex technical updates into customer-friendly content, crisis communications, and reputation management. You should be comfortable balancing business priorities with customer satisfaction objectives.

The key skills and experience we’re looking for include:

• Experience in proofreading
• Confidence liaising with senior colleagues and external partners, including NHS and Health boards
• Managing multiple projects against tight deadlines
• Developing and delivering multi-channel communication strategies
• Developing and implementing brand identity and tone of voice
• Experience in customer engagement and reputation management via social media
• Understanding of the healthcare-tech market (desirable but not essential)
• Experience in line management and team development

If you are eager to join an organization where you can add value and develop further, apply today!

About us

Optum is a global organization delivering care supported by technology to help millions live healthier lives. Your work will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need.

We foster a culture of diversity and inclusion, with talented peers, comprehensive benefits, and career development opportunities. Join us to make an impact on communities and help advance health equity globally.

Join us to start Caring. Connecting. Growing together.

Equality, Diversity, and Inclusion

We are committed to an inclusive, equitable culture where everyone can bring their whole selves to work and reach their full potential. We welcome applications from all qualified candidates regardless of race, religion, gender identity, age, disability, or other protected characteristics. We will accommodate individual needs during your application process. Please inform us if adjustments are needed.

Please note: If you are not a passport holder of the country of the vacancy, you might need a work permit. Check our Blog for more info.

Do not include bank or payment details in your application. All applications should be made via the 'Apply now' button.

Created on 31/05/2025 by JR, United Kingdom