Customer Communications Executive

Legal & General (L&G) is a leading UK financial services group and major global investor. 

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders. 

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income. 

Who we are 

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys. 

We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways. 

Clear, well‑designed communication makes a real difference to how people experience financial services. As a Customer Communications Executive, you’ll help ensure customers receive the right information at the right time, in a way that is easy to understand and support key operational processes (e.g. End of Term, Arrears, Review letters and emails).  

You’ll play a key role in shaping written communications across the customer journey, balancing clarity, compliance and customer needs. Working closely with subject matter experts and colleagues across the business, you’ll contribute to communications that help customers feel informed, and confident in their decisions. 

By maintaining high standards of organisation and quality, the role helps ensure we have clear oversight of our communications and that they’re regularly managed and maintained. 

We want to make sure our customers feel supported throughout their time with Legal and General, and we know the communications they receive (and how well they’re written!) play a key part in that. 

What you'll be doing:

•  Writing, reviewing and enhancing customer letters and emails across the full customer and product lifecycle, including welcome, review, end of term, arrears and cancellation communications. Ensuring that key policy features and benefits are given appropriate prominence at relevant customer touchpoints 

• Champion high‑quality copywriting, with a strong focus on tone of voice, readability, messaging hierarchy, calls to action, behavioural science principles and customer understanding. 

•   Working collaboratively with subject matter experts, operational teams and stakeholders to review communications and the part they play in customer journeys, assess readability, recommend and draft improvements, secure approvals, and support testing and delivery

• Managing and maintaining accurate records of customer communications, including version control, approvals and review and expiry cycles  

• Supporting the smooth running of the team by providing mailbox management, reporting and cover for key processes when required  

• Championing customer needs, including those of vulnerable customers, by identifying opportunities to reduce friction and improve clarity  

• Ensuring all communications are clear, fair and not misleading and meet regulatory, Consumer Duty and data protection requirements  

• Support with regularly testing, monitoring and adapting communications to evidence customer understanding and support good customer outcomes in line with Consumer Duty expectations

• Work with data analysts, SMEs and developers to use management information (MI), insight and feedback to inform improvements, digitise and modernise customer communications, clear up customer misunderstandings and evidence good customer outcomes

Who we're looking for:

• Strong written communication skills with a high level of attention to detail
• Good organisational skills and the ability to manage multiple pieces of work at once
• Experience writing customer‑facing communications across digital and/or print channels
• An understanding of how tone, structure and clarity influence customer experience
• Confidence working with stakeholders and contributing constructively as part of a team
• An interest in customer journeys and making complex information easier to understand
• Comfort working with systems, templates and data‑driven communications
• Experience in insurance, financial services, marketing or copywriting is helpful but not essential

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• We’re creating net‑zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in‑person experience

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.