Web and Customer Communications Lead

This is an opportunity to make a positive impact within the NHS for an organisation who play a crucial role in sourcing, delivering and supplying healthcare products, services and food for NHS trusts and healthcare organisations across England and Wales.

This business is constantly adapting to the changing needs across the NHS and serve every NHS Trust, operating from a national network of distribution centres. They also manage relationships with more than a thousand suppliers, delivering more than 8,000,000 orders each year to more than 17,000 locations.

The purpose of the Web and Customer Communications Lead will be the design and delivery of the Web and Customer Communications Strategy to strengthen the organisation’s communication platforms that informs, educates and engages with customers.  

You will be responsible for the customer facing website where you will use your expertise to reshape the look and feel of this platform, using data to shape the content and channels used to communicate to customers. You will strategically lead, and be accountable for web and customer communications, providing professional advice, expertise, and leadership on all aspects of web and customer communications to the organisation. You will ensure that the customer is at the heart of everything they do and ensure customers feel informed in all areas that either positively or negatively impact them.

Your key responsibilities will include:

• Design and implement a web and customer/supplier communications strategy with clear KPIs, aligned to corporate priorities.
• Work with relevant teams from around the organisation to develop cross channel customer/supplier communications that are tailored by audience, measured using a range of qualitative and quantitative tools and constantly iterated based on performance and the changing nature of the landscape.
• Design and implement a communications feedback loop for the wider customers and supplier audiences.
• Advisor to key stakeholders to ensure that updates are communicated effectively to inform, educate and engage customers and suppliers.
• Maintain and improve day-to-day digital channel operations and functionality. Support technical changes for the customer-facing digital platforms; assess and understand the implications of technical changes to the customer experience.
• Lead the team to design, schedule, build, and deliver new and enhanced moderately complex portals/websites to achieve the agreed plan in terms of quality, cost, and timing and create an engaging website design and conceptualization.
• Use data to advise on web channel utilisation.
• Lead in detecting and analysing security incidents including attacks, breaches, and identified vulnerabilities and remediate any security gaps in line with the security incident management procedure.
• Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision, and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

This role embraces hybrid working with a blend of home and office working 2/3 days in the office and 2/3 days at home.
 

• The generous benefits package includes:
• Performance led annual bonus scheme
• 27 days holiday plus bank holidays, with the option to purchase up to an additional 5 days
• Generous contributory pension scheme (up to 6% employee / 12% employer contributions of your base salary)
• Access to Flexible Benefits Scheme – you will be able to choose from a variety of benefits such Life Insurance, Critical Illness Cover, Income Protection, Health Cash Plan, Dental Insurance and additional pension contributions that suit you
• Plus more

If this sounds like your next challenge, please apply via the link or contact James Robinson for further details.

Distinct Recruitment Privacy Policy