Customer Communications Manager
1 month ago
Job Description
We’re recruiting for a
Customer Communications Manager
to join us.nIn 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:nManagingchanges 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.nGaining 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.nEnsuringcommunications 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.nWriting 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.nManagingtransformation 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.nEnsuringsufficient 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.nSeeking 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.nMaking data and insight led decisions and implement behavioural science techniques to maximise the impact of operational communications.
Qualifications
Who we're looking for:nCIM or Marketing qualifications or previous financial services marketing experience desirable, not essential.nStrong attention to detail.nStrong organisational skills essential.nStrong written and verbal communication skills essential.nExperience in writing for both digital / emails and printed communications.nA team player with strong copywriting skillsnA good understanding of the ways in which customer data is created, gathered, transferred and manipulated.nA good understanding for rules based logic to create dynamic communications.nWhatever 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:nThe opportunity to participate in our annual, performance-related bonus plan and valuable share schemesnGenerous pension contributionnLife assurancenPrivate medical insurance (permanent employees only)nAt least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holidaynCompetitive family leavenParticipate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrificenThere are the many discounts we offer – both for our own products and at a range of high street stores and onlinenIn 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart
Additional Information
Legal & General is a leading financial services organisation, 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.nWe’re one of the world's largest asset managers, homebuilders, pension providers and insurers. Connecting to form a unique business model which drives value for our customers and society. And enabling our people to create impact through work that is meaningful and valued.nIf 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.nWe strive to be open, mindful, and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs. 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.nIf you’re open to find out more, we'd love to hear from you.
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