Customer Communications Lead (12 month FTC) - Folkestone Hybrid

ZipRecruiter; Folkestone; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A specialist insurance provider in the UK is seeking a Customer Communications Lead. The role involves managing transactional communications and leading projects to enhance customer experience. Candidates should have strong project management and leadership skills. Benefits include 25 days holiday, matched pension scheme, and performance-related bonuses. An exciting opportunity for driven professionals looking to make an impact.

Benefits

25 days holiday + bank holidays

Pension scheme matched up to 10%

Company performance related annual bonus

Life assurance policy (4 x salary)

Wellbeing programme

Access to Saga Academy

Qualifications

• Experience in project management, preferably in a communications environment.
• Strong leadership and people management skills.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Manage changes to transactional customer documents.
• Lead projects and campaigns through to delivery.
• Ensure all communications adhere to Consumer Duty guidelines.

Skills

Project management

Leadership

Cross-functional collaboration

Communication skills

Tools

Jira

Job description

Overview

£30 – £35,000 dependent on experience. 12 month FTC. Folkestone Hybrid – monthly travel to our offices in London or Folkestone. 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, from quote and new business packs through to renewal invitations and acceptances. Ensuring collateral is customer-focused, follows brand guidelines and adheres to all regulatory requirements. You will work with Subject Matter Experts (SMEs) to shape the direction and solution for communications, lead on delivering the best customer experience, and own projects through to completion.

You will provide direction to executives in the team, lead by example, and help Marketing operate with minimal risk. The role has a strong project management focus and involves collaboration with multiple teams (change owners, product specialists, technical teams and developers, end delivery systems and mailing houses). You will ensure content accuracy, maintain approvals, and deliver changes to transactional customer documents timely and accurately. A key focus is to scrutinise all communications through a Consumer Duty lens, including auditing and testing via a Consumer Understanding Forum and managing improvements to meet vulnerable customer needs. Saga operates with a hybrid model (home and office).

When in the office, the purpose is to meet with your team, collaborate, and engage in social activities. You will be required to attend the Folkestone office at least once a month, with ad-hoc trips to our London office.

Role Responsibilities

• Manage changes to transactional customer documents and policy books from quote/new business to renewal stage.
• Take ownership of projects and campaigns, driving them through to delivery and completion.
• Support the Customer Communications Manager with specific projects.
• Lead and contribute to working groups across Marketing, Change, IT and Risk; provide input on propositional and product development where Communications Lead input is required.
• Deliver best-in-class transactional Customer Communications that follow brand guidelines and regulatory requirements.
• Coordinate messaging for transactional documents, considering Product Communications, Regulatory requirements, FCA clean-up processes, renewal and MTA adjustments.
• Ensure all communications adhere to Consumer Duty guidelines and FCA regulations; optimise campaigns for good customer outcomes.
• Manage documentation changes and liaise with multiple teams to ensure efficient and accurate delivery.
• Control the circulation and approvals process to ensure technical compliance, expiry management and alignment with regulatory and Consumer Duty requirements.
• Work with the Customer Understanding Lead to act on customer feedback, ensuring communications are clear and easy to understand.
• Maintain up-to-date projects and checklists on the Jira Kanban Board and follow best practices.
• Proactively propose ideas for efficiency, optimization and continuous improvement; champion risk management and report on key risk metrics.

The Ideal Candidate

• Experience in project management, particularly in a communications environment.
• Understanding of the Insurance regulatory environment is advantageous but not essential.
• Well-organised, detail-oriented, able to multi-task and prioritise.
• Ability to work under pressure and meet deadlines.
• Strong leadership and people management skills with cross-functional collaboration.
• Driven, enthusiastic, and energetic with a commercially minded, results-led focus.
• Excellent personal communication and presentation skills; professional and credible representation of Saga.

Benefits and Company Information

• 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 (4 x salary).
• Wellbeing programme; colleague discounts on cruises, holidays, insurance and other retailer offers.
• Enhanced maternity and paternity leave; grandparent leave; income protection.
• Access to Saga Academy, our learning platform.

About the Company: Saga has long been the UK’s specialist provider for people aged over 50 in the UK, with products including cruises, holidays, insurance, personal finance and Saga Magazine. Saga commits to equal opportunities and inclusivity; we value diverse teams and support adjustments as required. Saga does not accept agency CVs unless engaged by the Talent Acquisition Team. Please do not forward CVs to recruiters or other locations. Job Reference: saga/TP/56250/3337