Job Description

We\'re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way - but there\'s still an exciting journey ahead of us. Do you want to join us at the heart of trust?

As Customer Communications Specialist on the Content Integrity Team, you will play a vital role at the heart of Trustpilot\'s broader Trust & Transparency team, striving towards our mission of becoming a universal symbol of trust.

This role will report into the Customer Experience Team and as such will be aligned to the CX ambition, which is to design, develop and deliver a seamless experience to our Consumer and Business users across all stages and touchpoints.

In this role your main focus will be to create an end-to-end view of our customer messaging, allowing you to assess the ebb-and-flow. By doing so you will ensure we\'re always keeping customers informed, clear about action we\'re taking, and clear when a response or action is required of users, along with preempting timescales, next steps and outcomes for non-responders.

As part of the end-to-end view, an important part of this role will be to work closely with the Communication & Content Manager to craft the messaging, ensuring a consistency of our written style is maintained creating on-brand, simple, effective and jargon-free messages used to communicate with our customer inquiries (B2B and B2C).

You will be required to work collaboratively with our Customer Service Designer (who owns all Content Integrity Process Maps) to articulate within each of their documented processes: what communication would be triggered, the subject of that message and how that would be triggered (e.g. automated/manual/thresholds/timebound etc).

In your role, you will:

• Be proactive in spotting opportunities to improve the customer experience by understanding the existing flow of comms, always looking to promote simplicity and reduce customer effort.
• Have a good understanding of our customer feedback (whether that is Trustpilot Reviews, CI CSat, Secondary research) to engender and target the right areas.
• Ensure consistent style and content across all Content Integrity messaging.
• Work with our localisation colleagues to ensure content is translated as required.
• Support the Quality Assurance and Knowledge team to ensure new content and communications are included into training programmes.
• Build effective relationships with cross-functional stakeholders, supporting them with copywriting on all trust or legal-related copy issues, as well as formal responses to external bodies, authorities or regulators.

We are looking for people with:

• Relevant experience in communications, journalism, or related field
• Excellent written and verbal language skills in English
• Strong writing and editing skills
• An eye for clean design in graphics and layout
• A natural approach to seeing things from a holistic perspective
• A good understanding of Customer Experience, and able to spot opportunities to improve
• Ability to own and progress a set of objectives
• Able to manage some elements of ambiguity and seek solutions
• A proactive approach, someone who sees a challenge as an opportunity
• Good organisational skills with an ability to manage multiple projects
• Great stakeholder management, as you will be engaging across departments
• Conflict management skills and an ability to communicate professionally in all situations

We are:

A fun dynamic team working to design and develop the best customer experiences when a user reaches out to the Content Integrity (CI) team. CI receives over 70k tickets per month from users regarding reported reviews for guideline violations. It\'s our job in Customer Experience to create brilliant communications that drive efficient, helpful and friendly experiences.

What\'s in it for you:

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package + bonus
• 28 days holiday plus two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials.
• Free breakfast and lunch in the office on Tuesdays and Wednesdays along with extra treats throughout the month - think ice cream carts, chocolate fountains and cocktail/mocktail bars, to name a few
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more.
• Independent financial advice and free standard professional mortgage broker advice

Still not sure?

We are Open to All, which means we want everyone to feel like they can see themselves at Trustpilot. We\'re keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don\'t worry if you\'re looking at this job description and feel like you don\'t meet all the requirements, we\'d still really like to hear from you!

#LI-HYBRID

#LI-JN1

About Trustpilot

At Trustpilot, we\'re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we\'re a place to connect with and influence businesses. For companies, we\'re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers.

We\'re driven by connection. It\'s at the heart of what we do. Our culture keeps things fresh -- it\'s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be a tangible symbol of trust in an ever-changing world. With vibrant office locations all around the world and over 50 nationalities, we\'re proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose is a tall order, but we keep it real. We\'re a great bunch of humans, doing awesome stuff, without fuss or pretense.

A successful Trustpilot future is driven by you -- we give you the autonomy to shape a career you can be proud of. If you\'re ready to grow, let\'s go.

Join us at the heart of trust.

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religion, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our

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