Customer Communications Lead (12 month FTC)

Posting date:	08 September 2025
Salary:	£30,000 to £35,000 per year
Additional salary information:	Competitive
Hours:	Full time
Closing date:	07 October 2025
Location:	Folkestone Hybrid, CT20 3SE
Company:	Saga
Job type:	Contract
Job reference:	saga/TP/56250/3337

Summary

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 Customer Communications Lead is responsible for leading on 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.

Within this role you’ll have the opportunity to work with Subject Matter Experts (SMEs) to shape the direction and solution our communications should take when exploring the best route to communicating with our customers.

You will lead on delivering the best possible customer experience and take ownership of projects to see them through to completion. You will give direction to executives in the team, leading by example, and help Marketing to operate with as minimal risk as possible.

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 content is accurate, that all approval procedures are met, and that changes to transactional customer documents are delivered accurately and timely.

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!

You will be required to attend our Folkestone office at least once a month, as well as ad-hoc trips to our London office.

Package Description

At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues. 

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• 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

Main Responsibilities

As a Customer Communications Lead you will be responsible for managing changes to our transactional customer documents and policy books from quote and new business to the renewal stage of the customer journey. You’ll take ownership of specific projects and campaigns driving them through to delivery and completion.

Your accountabilities will include:

• Supporting the Customer Communications Manager with specific projects.

• Actively leading on and contributing to working groups covering Marketing, Change, IT and Risk as well as consultancy with propositional and product development - where Communications Lead input is required.

• Leading on the delivery of best-in-class transactional Customer Communications that follow brand guidelines and adhere to all regulatory requirements.

• Leading on assigned Customer Communications projects, tasks and initiatives including co-ordinating the messaging for transactional documents, considering all implications of Product Communications, Regulatory requirements, FCA clean-up processes plus renewal and MTA adjustment requirements.

• Ensuring that all transactional customer communications are in adherence with Consumer Duty guidelines and FCA regulations; proactively optimising campaigns to ensure good customer outcomes.

• Managing changes to documentation and liaising with multiple teams to ensure efficient and accurate delivery.

• Managing the circulation and approvals process to ensure that all Customer Communications specifications are technically compliant, relevant, managed at expiry and meet regulatory and Consumer Duty requirements.

• Understanding the importance of Consumer Duty outcomes and work with the Customer Understanding Lead to act on customer feedback to ensure all transactional customer communications are clear, concise, and easy to understand.

• Ensuring that projects and checklists are up to date on the Jira Kanban Board and that best practice is followed.

• Proactively putting forward ideas for efficiency, optimisation and continuous improvement.

• Championing risk management within the team and be responsible for reporting on key risk metrics.

The Ideal Candidate

To be a successful Customer Communications Lead & Retention Executive, you will need experience of project management particularly in a communications environment.

Having an understanding of the Insurance regulatory environment would be of advantage but isn’t essential.

Skills required include:

• Well organised and detail orientated.

• Strong levels of multi-tasking, prioritisation, and solution-orientated approaches.

• Ability to work under pressure and to deadlines.

• Strong influential leadership and people management skills with the ability to work collaboratively across functions.

• High levels of drive, enthusiasm, and energy.

• Commercially minded, with a strong ‘results led’ focus.

• 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

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.

For more information on our DEI policies, colleague stories and other opportunities across the business, 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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