CUSTOMER COMMUNICATIONS MANAGER

In this role you will plan, write and deliver market leading Insurance Customer Communications (e.g. End of Term, Arrears, Review letters and emails) for multiple distribution channels, products and mediums.

You'll manage various Customer Communication work streams to deliver market leading Customer Communications to deadline whilst ensuring all collateral is on brand and adheres to approvals procedures.

You will:

• Manage changes to Customer Communications by creating plans, scoping impacted communications, drafting changes, making recommendations for development and co-ordinating the delivery with the fulfilment house to ensure all communications are delivered on time and are cost effective.
• Gain all the necessary approvals to ensure that all Customer Communications specifications are technically compliant, relevant, managed at expiry and meet regulatory and Treating Customers Fairly requirements.
• Write new or enhance existing Customer Communications by gaining an understanding of the customer/product journey and syndication to ensure that all Customer Communications are understood, relevant, appealing and compliant at all times.
• Manage transformation projects to digitise and transform Customer Communications to ensure best practice communications and best use of technology to maximise budgets and realise cost savings and process efficiencies.
• Ensure sufficient prominence is given to key policy features and benefits at each touch point along the customer journey (for example Reviews, End of Term, Arrears, Cancellations) and that the processes used to effect detailed terms and conditions result in a fair approach to customer requests to change product, switch provider and make a claim or complaint.
• Seek management information, including indicators of potential unsuitable sales or customer misunderstanding, and ensure the design and operation of products, literature and sales processes are reviewed to take account of any relevant feedback.
• Make data and insight led decisions and implement behavioural science techniques to maximise the impact of operational communications.
• Prioritise customer centric improvements which remove friction from the customer journey with inclusion considerations and vulnerable customers in front of mind.
• Be an expert in Customer Communications and ensure best practice fulfilment whilst ensuring robust and effective processes and controls are in place and documented for the fulfilment suppliers and postal services.
• Build strong relationships to influence and communicate with key stakeholders and suppliers.
• Support the Team by providing mailbox management and report management as well as covering other processes for contingency purposes when other team members are absent. 

You'll need experience in writing for both digital / emails and printed communications with strong copywriting skills.

With strong written and verbal communication abilities, you'll also have excellent attention to detail and great organisational skills.

You'll be a team player with a  good understanding of the ways in which customer data is created, gathered, transferred and manipulated as well as a grasp of rules based logic to create dynamic communications.

CIM or Marketing qualifications or previous financial services marketing experience desirable, not essential.

Knowledge:

Knowledge of Insurance products desirable, not essential.

Understanding of branding principles desirable, not essential.

When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including private medical insurance, at least 25 days holiday (excluding bank holidays), a generous pension scheme, life assurance, and Income Protection. You can participate in our electric car scheme, which offers employees the option to hire a brand new electric car through tax efficient salary sacrifice. We’re also proud to offer competitive family leave. 

You’ll have the opportunity to participate in our annual, performance-related bonus plan and valuable share schemes. And then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings. 

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.