Customer Relations and Communications Officer (Communications)

About the Function

Acting as the central point of contact for the Authority, the Communications function handles its internal and external communications with the aim of maintaining positive relationships with stakeholders and keeping them up to date, be they employees, licence holders or the public at large. The function is also the designated brand guardian of the MFSA, managing its reputation and image on the various digital and offline platforms, through B2B and consumer education campaigns and events.

About the Role

As a Customer Relations and Communications Officer, you will have the very important role of handling public and internal enquiries across various channels, ensuring timely and effective communication while maintaining high service standards. Additionally, you will support the MFSA’s communication initiatives by managing content for social media, the intranet, and publications, while collaborating with different teams to enhance engagement and information flow. You will be expected to carry out the following tasks:

• Handle enquiries received by the Authority through email, web form, and phone calls, as well as assist any walk-ins visiting the offices;
• Monitor comments and private messages received on the Authority’s social media pages;
• Suggest improvements to the enquiries handling process and provide better customer service to the public and current/potential applicants or licence-holders contacting the MFSA;
• Create and update reply templates as necessary, and build on the existing templates set for more effective and timely resolution of enquiries;
• Create monthly reports on enquiries received, highlighting trends and observations to be circulated and presented internally as needed;
• Assist in the coordination and delivery of communications-related projects and initiatives, such as the Annual Report; while liaising with colleagues across different functions to obtain information, approvals and other requirements related to the Authority’s internal and external communications;
• Support with content editing, writing and act as the first point of proof-reading for both Maltese and English content across internal and external communications, including publications, newsletters and other communications materials, as required;
• Translate content from Maltese to English to support the Authority’s internal and external communications activities;
• Compile reports and updates on the activities, outputs and performance of the Corporate and Internal Communications sub-team;
• Undertake any other duties as assigned by the Head and/or as may be required by the MFSA from time to time based on the exigencies of the Authority.

About You:

Qualification at MQF Level 6 or equivalent qualification in English, Communications, Translation Studies, Linguistics, Financial Services or in a relevant field. Professional certifications in the field are advantageous.

A minimum of 3 years prior experience, preferably within the financial services sector or related fields.

If you do not have the necessary academic qualifications and minimum years’ experience but you have at least 7 years of prior experience in a similar role, we would still be interested in speaking with you.

Skills and competencies:

• Ability to log customer interactions and update knowledge bases accurately.
• Proof-reading skills in both Maltese and English, with excellent attention to detail and consistency.
• Excellent Writing & Editing Skills with a strong command of grammar, tone, and clarity in writing.
• Ability to craft engaging content for various platforms (emails, FAQs, intranet portal, campaigns etc.).
• Be a self-motivated team-player coordinating multichannel Communication, demonstrating proficiency in handling queries via email, social media, phone and in person.
• Empathy & Customer-Centric Mindset to understand and address customer needs effectively.
• Strong Communication Skills, adopting a clear, professional, and friendly tone in both written and verbal interactions.
• Problem-Solving & Critical Thinking to resolve customer issues efficiently, improve internal processes for handling enquiries, and identify solutions based on trends.
• Time Management & Multitasking to handle multiple queries and content tasks within deadlines.
• Adaptability & Willingness to Learn – Ability to adjust writing style for different audiences and channels, and stay updated on industry trends.
• Basic understanding of the Financial Services Industry.
• Experience in use of CMS platforms (e.g. SharePoint) would be considered an asset.
• Experience in a customer care role or customer service working environment would be considered an asset.
• Experience in content creation/copy writing and editing would be considered an asset.
• Experience with tracking engagement metrics and customer feedback trends would also be considered an asset.