Customer Communications Manager

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending, and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centred ambitions.  

We’re recruiting for a Customer Communications Manager  to join us. In this role you will plan, write and deliver market leading Insurance Customer Communications to support operational processes (e.g. End of Term, Arrears, Review letters and emails) for multiple distribution channels, products and mediums. You'll be joining a great team, can look forward to flexible working (twice a week into our office in Hove) and some fantastic benefits. 

What you'll be doing:

• Managing 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.
• Gaining 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.
• Ensuring communications are clear, fair, and not misleading and are fully compliant with any rules and guidance issued by the relevant regulators, including relevant data protection legislation.
• Writing 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.
• Managing 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.
• Ensuring 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.
• Seeking 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.
• Making data and insight led decisions and implement behavioural science techniques to maximise the impact of operational communications.

Who we're looking for:

• CIM or Marketing qualifications or previous financial services marketing experience desirable, not essential.
• Strong attention to detail.
• Strong organisational skills essential.
• Strong written and verbal communication skills essential.
• Experience in writing for both digital / emails and printed communications.
• A team player with strong copywriting skills
• A good understanding of the ways in which customer data is created, gathered, transferred and manipulated.
• A good understanding for rules based logic to create dynamic communications.

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   
• Private medical insurance (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 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online   
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming 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 strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.