Customer Communications Management Technical Expert

Customer Communications Management Technical Expert

Haywards Heath or Home Office (Remote)
up to £50,000 per annum dependant on experience
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We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.

First Central is looking for an ambitious communications technical expert with a passion for improving customer experience and driving commercial outcomes. This role will join our Commercial & Marketing team and be based in either our Salford Quays, Manchester or Haywards Heath, West Sussex offices.

You will work closely with a variety of stakeholders from across the business, to ensure our customers and business users are getting the best out of our CCM tool.

The successful candidate will have responsibility for creating layouts, managing permissions and access, maintaining the structure of resources within the tool, administering brands and logos, managing configuration of the tool, testing, managing releases and ensuring quality of the outputs from the tool. Full training from our CCM partner will be provided to the successful candidate.

To be successful in this role, you’ll need:

  • Experience of owning issues / defects through to resolution
  • Strong problem solving skills
  • Excellent understanding of SMART COMMUNICATIONS

Job responsibilities:

  • Managing user permissions and access
  • Maintaining structure and location of resources
  • Administering brands and channels
  • Creating Layouts
  • Generating sample data for unit testing templates
  • Migration and promotion of resources between environments
  • Configuration identification, control, status accounting, audit and documentation
  • Running end-to-end testing of templates
  • Owning the tracking and resolution of defects and issues relating to the tool, including the analysis and solution identification for complex issues 
  • Content release management
  • Managing the creation and adherence to processes on change control, governance and release management
  • Creation and management of effective test plans
  • Creation and management of adherence to Standard Operating Procedures around customer communication creation
  • Key SME input to customer communication strategy

Job-specific competencies

Experience & knowledge

  • Experience of SmartComms an advantage (full training will be provided)
  • Experience of owning issues / defects through to resolution
  • Problem solving
  • Able to apply a creative eye to the design and outputs of customer communications
  • Knowledge of testing methodology an advantage

Skills & Qualifications

  • Good communication skills, both verbal and written
  • Good time management and organisation skills
  • Ability to communicate effectively with a wide range of stakeholders
  • Excellent understanding of SMART COMMUNICATIONS, i.e. Advanced Template Designer (full training will be provided)
  • Smart Communications Admin (full training will be provided)
  • Communication
  • Testing methodology
  • Appreciation of end-to-end process


  • Self-motivated with exceptional organisational skills and time management
  • Be creative and bring new ideas to the role
  • Self-motivated and enthusiastic
  • A flexible approach and positive attitude
  • Strives to drive business improvements to contribute to the success of the business

So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

What can we do for you?

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

View more about our Benefits

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86% of people would recommend a friend to work at First Central

Based on 164 Glassdoor reviews (March 2022)


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Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.


If it’s your birthday or you just fancy some me-time, get an extra day off for whatever you want.

Holiday Extra

We give you two opportunities each year to buy or sell up to five days of holiday.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.