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Web & Customer Comms Lead – WCCL01

Job Posted: 9 January 2024
Job Updated: 15 April 2024

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Job Title: Web and Customer Communications Lead

Function: Marketing and Communications

Location: Nottingham/hybrid

Salary:£59,925 with the potential to rise to £70,500 over 3 years


NHS Supply Chain are recruiting for a Web and Customer Communications Lead who will be responsible for designing and delivering the Web and Customer Communications Strategy to strengthen the organisation’s communication platforms that informs, educates and engages with our customers.  


As an organisation, we’ve transitioned to being a part of the NHS, and have defined a bold 10-year vision that requires us, through communications, to position the organisation as a part of the NHS system, with an intent to bring excellence in our procurement and supply chain capabilities, for the benefit of patient care.


The role holder will also be responsible for the customer facing website where they will use their expertise to reshape the look and feel of this platform, using data to shape the content and channels that we use to communicate to our customers.


The postholder 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.  


The Web and Customer Communications Lead will ensure that the customer is at the heart of everything we do. The role holder will make sure that our customers feel informed in all areas that either positively or negatively impact them.


Working closely with the Customer Experience team, the role holder will take the outcomes of customer and NHS Supply Chain collaboration and will communicate them to the wider customer audience.





Design and implement a web strategy with clear KPIs, aligned to corporate priorities.

Design and implement a 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.



What qualifications and experience do I need to be successful?


Bachelor’s Degree or Equivalent Level of Experience.

Demonstrable experience in this area together with comprehensive job-related examples in own area of expertise to fully competent level.

Experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers.


Skills and Competencies


Planning and Organising, Action Planning and Data Collection Analysis.

Leading and Talent Development, extensive computer Skills, Adaptive Mindset and Business Data Modelling.

Customer and Market Analysis, Customer Focused Approach and Data Control.  


How you’ll work


Hybrid working; a blend of home and office working 2/3 days in the office and 2/3 days at home.


In return for your passion, enthusiasm, and hard work you will be rewarded with an attractive salary and benefits package, consisting of:


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.

2 days paid Volunteering Leave

1 day paid Wellbeing Leave

Long Service Awards

Access to the Blue Light Card and NHS Discounts

Flexible working options

National Annual season ticket purchase scheme

Eye Care vouchers

Access to a free 24/7 Employee Assistance Programme


NHS Supply Chain, who are we?


We are a part of the NHS family, and our role is to source, deliver and supply healthcare products, services and food for NHS trusts and healthcare organisations across England and Wales. We make sure the products we supply are always safe, quality assured and delivered efficiently.


We’re always listening to the people who use our products, so that we’re aware of the changing needs across the NHS. In all, we serve every NHS Trust and operate a national network of distribution centres. We also manage relationships with more than a thousand suppliers, delivering more than 8,000,000 orders each year to more than 17,000 locations.


And by doing all of this on behalf of the NHS, this gives NHS staff more time to focus on their main priority of proving excellent patient care.


Our, Purpose, Vision and Strategy are clear. We provide direction, leadership, and commercial focus to improve health outcomes.


Vision: To make it easier for the NHS to put patients first


Purpose: Our role is to support the NHS to save lives and improve health



Be Authentic

Be Inclusive

Be Driven

Be Enterprising

Be The Difference


Other Information

SCCL is a not an NHS organisation, you will join on SCCL terms and conditions.

For more information on SCCL and the NHS Supply chain please visit: 

NHS Supply Chain is an equal opportunities employer


SCCL is a company Registered in England and Wales, with company number 10881715, to act as the management function of the NHS Supply Chain.

SCCL values and respects the diversity of its employees and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people’s age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.

Our policies and procedures reflect our commitment to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.

SCCL reserve the right to close any vacancies from further submissions when we have received sufficient applications from which to make a shortlist. Please apply without delay if you wish to be considered for this role.

If you are shortlisted for interview you will be required to provide proof of ID and the right to work in the UK.

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