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Customer Communications Executive

3 months ago

Brighton and Hove, United Kingdom Legal & General Full time

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers.

Job Description

We’re recruiting for a Customer Communications Executive to join us. You will help to write and deliver market leading Insurance Customer Communications supporting operational processes (e.g. End of Term, Arrears, Review letters and emails). We want to make sure our customers feel supported throughout their time with Legal and General, and know the communications they receive (and how well they’re written) play a key part in that.

What you'll be doing:

  • Supporting with writing changes to Customer Communications by reviewing impacted communications, drafting changes, making recommendations for development and supporting the testing and delivery to ensure all communications are delivered on time
  • Prioritising customer centric improvements which remove friction from the customer journey with accessibility and vulnerable customers in front of mind
  • Supporting with writing new or enhancing existing Customer Communications by gaining an understanding of the customer/product journey to ensure that all Customer Communications are understood, relevant, appealing and compliant at all times
  • Supporting with transformation projects to digitise and transform Customer Communications
  • Using data insight and behavioural science techniques to maximise the impact of operational communications
  • 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
  • Consumer Duty accountabilities - Regularly testing, monitoring, and adapting communications to support understanding and good outcomes for customers
  • Supporting the Team by providing mailbox management and report management as well as covering other processes for contingency purposes when other team members are absent

Qualifications

Who we're looking for:

  • Experience in writing for both digital / emails and printed operational focussed customer communications
  • CIM or Marketing qualifications or previous financial services marketing experience desirable, not essential
  • Previous copywriting qualification desirable, not essential
  • Strong written and verbal communication skills
  • A good understanding of the ways in which customer data is created, gathered, transferred and manipulated

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

Additional Information

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.