Communications Specialist

SALT have partnered with a Local Authority Client who are looking for an experienced communication consultant to complete a short term piece of work in the Further Education and Training sector. You will support their drive to improve overall services.

The initial work is anticipated to take place over three months and will include analysis of existing communication processes and issues, alongside consultation with users of the services to gain their views and lived experience.

The key objectives of this work are to:

• Improve customer satisfaction (through improved customer experiences)
• Improve staff timeliness towards responding to customers
• Identify opportunities for redesign of operational approaches
• Improve front facing processes that customers experience by reducing time taken and information asked for
• Provide recognition for internal and external groups / teams / individuals on delivering customer excellence
• Rewrite key operational communication materials in the end to end customer process, this will include email, letter templates ect..

Milestones:

Work package One

• Identify what communication is working well
• Identify and quantify key issues
• Identify what “good” looks like

Work package output; A report that identifies, defines and prioritises actions for improvement

Work package Two

Content development, taking issues from the fieldwork to develop new communication materials

Work package output; Revised communication material in the end to end customer process

Work package Three

Develop an evaluation framework that monitors improvement to customer engagement and performance with a series of clear metrics, reduction in complaints , reduction in chasing emails ect.. Deliver the evaluation framework into business as usual.

Output; written performance and evaluation framework, and delivery of the first report.

Apply for more info!