Customer Relations and Communications Officer

About the Communications 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.

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.

Job description and key responsibilities

• Handling enquiries received by the Authority through email, web form, and phone calls, as well as assist any walk-ins visiting the offices, with the support of other teams within the MFSA who would provide direction and details related to the business.

• Monitoring comments and private messages received on the Authority’s social media pages, report on them internally, and take the necessary action based on the direction provided.

• Suggesting improvements to the enquiries handling process, for constant adherence to SLAs and to provide better customer service to the public and current/potential applicants or licence-holders contacting the MFSA.

• Updating reply templates as necessary, and build on the existing templates set, in liaison with other teams at the MFSA, for more effective and timely resolution of enquiries

• Creating monthly reports on enquiries received, highlighting trends and observations to be circulated and presented internally as needed.

• Working closely with the rest of the Corporate and Internal Communications sub-team to maintain the scheduling calendar for intranet and social media posts, while attending weekly meetings to discuss ideas and monthly plans

• Acting as the internal point of contact for all internal initiatives requiring communications support, as well as specific channels and projects, such as the Annual Report, the intranet portal, and social media. Frequent and direct liaison with colleagues across different functions will be an essential day-to-day process, to obtain information and any necessary approvals related to the internal and external communications of the Authority.

• Generating ideas for the internal communications campaigns, drafting and editing content for deliverables, including the intranet portal.

• Supporting with content editing/writing/proof-reading on any external communications, such as publications, as required, including the Authority’s newsletter.

• Supporting with the uploading of digital content on MFSA’s internal and external channels, including social media and the intranet portal.

About You

Education & Experience

• Bachelor's degree in English, Communications, Marketing or a related field.

• Minimum 3 years of experience in a customer care role or customer service working environment

• Experience in content creation/copy writing and editing. 

• Knowledge of campaign planning and implementation.

• Familiarity with social media posting and campaign management on these channels

Technical Skills

• Excellent Writing & Editing Skills with a strong command of grammar, tone, and clarity in writing.

• Content Creation & Copywriting – Ability to craft engaging content for various platforms (emails, FAQs, intranet portal, campaigns etc.)..

• Multichannel Communication, demonstrating proficiency in handling queries via email, social media, phone and in person.

• Data Entry & Documentation – Ability to log customer interactions and update knowledge bases accurately.

• Basic Analytics & Reporting – Experience with tracking engagement metrics and customer feedback trends.

• Use of CMS platforms (e.g., Sharepoint) - previous experience would be considered an asset

Soft Skills

• 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.

• Collaboration & Teamwork – Working closely with other departments to ensure timeliness in responding to queries and obtain information required for both internal and external communications.

• Attention to Detail for ensuring accuracy in responses and written materials.

Other Information

The MFSA is an Equal Opportunities Employer as certified by the NCPE (National Commission for the Protection of Equality) and is committed to a policy of equal opportunity in all aspects of employment and will take care to avoid any form of discrimination in its recruitment procedures. The MFSA reserves the right to withdraw this call at any time and not to select any of the Candidates. 

It is the responsibility of applicants in possession of qualifications awarded by Universities and other similar institutions outside Malta to produce a recognition statement on comparability of qualifications issued by the Malta Qualifications Recognition Information Centre (MQRIC). Applicants should do so preferably at application stage or otherwise at the preliminary interview should an applicant be selected for such interview. Details can be obtained by accessing the National Commission for Further and Higher Education website on www.ncfhe.gov.mt under MQRIC heading. 

The MFSA shall ensure that any processing of personal data is in accordance with Regulation (EU) 2016/679 (General Data Protection Regulation), the Data Protection Act (Chapter 586 of the Laws of Malta) and any other relevant European Union and national law. For further details, you may refer to the Data Protection Policy on the MFSA webpage www.mfsa.mt. 

Candidates are to note that the submission of any false statement/s or omission, even if unintended, may lead to the cancellation of their application and may render the candidate's appointment liable to termination. 

Furthermore, please note that candidates may be asked to submit any documentation in support of the information provided, including but not limited to, proof of qualifications and Police Conduct Certificates. 

Public Call Permit: 306/2025