Customer Communications Executive

Salary £25,000 to £28,000 depending on experience. Permanent Hybrid – Folkestone/London – Monthly travel will be involved to our offices in either London or Folkestone.

Here at Saga, we are looking for a Customer Communications Executive. The Customer Communication Executive is responsible for the production and fulfilment of all Saga Insurance transactional customer communications. These range 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 have a strong project management focus and will work with multiple teams to facilitate project delivery, including change owners, product specialists, technical teams and developers, through to end delivery systems and mailing houses. You will need to ensure the accuracy of content, that all approval procedures are met and that changes to documentation are delivered accurately and timely. The role will be required to manage and maintain stock levels, process invoices and other administration tasks as required. You will also be responsible for championing risk management and reporting on key risk metrics. Attention to detail is a pivotal requirement of this role, as well as understanding technical insurance detail and regulatory and risk frameworks. Of key importance is to scrutinise all communications via a Consumer Duty lens. This includes the auditing and testing of communications via a Consumer Understanding Forum and managing suggested improvements through to delivery including ensuring any vulnerable customer needs are met.

We work in a hybrid way at Saga both at home and in the office. When you do come into the office, it’ll be with a real purpose in mind – to meet with your team, to work together, and of course to socialise and celebrate too!

Role Responsibility

• Deliver best in class transactional Customer Communications that follow brand guidelines and adhere to all regulatory requirements.
• Manage changes to documentation, liaising with multiple teams to ensure efficient and accurate delivery.
• Gain all the necessary approvals to ensure that all Customer Communications specifications are technically compliant, relevant, managed at expiry and meet regulatory and Consumer Duty requirements.
• Understand the importance of Consumer Duty outcomes and assess any indicators of customer misunderstanding and implement changes to rectify.
• Manage stock and work with fulfilment houses to ensure timely delivery of all communications to our customers.
• Proactively put forward ideas for optimisation and improvements.
• Champion risk management within the team and be responsible for reporting on key risk metrics.

The Ideal Candidate

• 1+ years’ experience in marketing, customer communications, insurance product, project delivery or transferable regulatory role.
• Experience of project management particularly in a communications environment.
• Experience in preparing for change releases, new projects, and support in developing test cases within a matrix-managed team desirable.
• Experience in effective communications at all levels.

Technical Skills:

• Understanding of Insurance regulatory and risk frameworks.

Behavioural Skills:

• Stakeholder management.
• Ability to work under pressure and deadlines.
• Multi-tasking and prioritisation.
• Excellent personal communication and presentation skills and able to come across as a professional, credible, respected representative of Saga.

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special.

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that’s why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style.
• 25 days holiday + bank holidays.
• Option to purchase additional leave up to 5 extra days.
• Pension scheme matched up to 10%.
• Colleague discounts including family discounts on cruises and holidays.
• Range of reductions and offers from leading retailers, travel groups and entertainment companies.
• Enhanced maternity and paternity leave.
• Grandparents leave.
• Company performance related annual bonus - Up to 5%.
• Income protection.
• Access to Saga Academy, our bespoke learning platform.

About the Company

Over the past 70 years we have become the UK’s specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine. We aim to be the most-trusted brand for older people in the UK.

Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose. We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.

Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.

We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.