Overview

Customer Communications Lead

Salary - £30 – 35,000 dependent on experience

12 month FTC

Folkestone Hybrid - Monthly travel will be involved to our offices in either London or Folkestone

Here at Saga, we are looking for a Customer Communications Lead. The role is responsible for leading the production and fulfilment of all Saga Insurance transactional customer communications, including quote and new business packs, renewal invitations and acceptances. The communications must be customer focused, follow brand guidelines and adhere to all regulatory requirements.

Responsibilities

• Lead on delivering the best possible customer experience and own projects from initiation to completion. Provide direction to executives and support Marketing to operate with minimal risk.
• Work with multiple teams to facilitate project delivery (change owners, product specialists, technical teams, developers, mailing houses) ensuring content accuracy and timely changes to transactional customer documents.
• Scrutinise all communications with a Consumer Duty lens, including auditing and testing via the Consumer Understanding Forum and managing improvements to meet vulnerable customer needs.
• Attend the Folkestone office at least once a month and undertake ad-hoc trips to the London office.
• Collaborate with SMEs to shape communications strategy and determine the best routes to communicate with customers.
• Ensure all documentation and approvals are compliant, technically accurate, and fit for purpose, meeting regulatory requirements.
• Lead on assigned projects and campaigns, coordinating messaging for transactional documents and considering Product Communications, Regulatory requirements, FCA processes, renewal and MTA adjustments.
• Ensure projects and checklists are up to date on Jira Kanban Board and promote best practices, efficiency, and continuous improvement.

Qualifications and Skills

• Experience in project management within a communications environment.
• Understanding of the insurance regulatory environment is advantageous but not essential.
• Well organised, detail oriented, able to manage multiple tasks and meet deadlines.
• Strong leadership, influencing skills, and ability to work collaboratively across functions.
• Commercially minded with a results-led approach and high energy.
• Excellent personal communication and presentation skills; professional and credible representation of Saga.
• Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special.

Benefits

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

About The Company

Over the past 70 years Saga has become the UK's specialist provider of products and services to people aged over 50. We are recognised for high-quality products and exceptional service across cruises, holidays, insurance and personal finance products, as well as Saga Magazine. Saga aims to be the most-trusted brand for older people in the UK and is committed to inclusive, respectful recruitment and a diverse, multigenerational workforce.

We are signatories of the Age-Friendly Employer Pledge and a Disability Confident employer, with DEI policies and ongoing opportunities across the business.

Your application will receive fair consideration, and you will be kept informed throughout your applicant journey. For more information on our DEI policies and other opportunities, please visit Jobs and careers with Saga.

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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