Customer Communications Executive

TL;DR

Customer Communications Executive: Writing, reviewing and enhancing customer letters and emails across the full customer lifecycle with an accent on clarity, compliance and customer needs. Focus on championing high-quality copywriting, behavioural science principles, collaborating with stakeholders, and ensuring regulatory adherence.

Location: Hybrid in Hove, UK

Company

hirify.global is a leading UK financial services group and major global investor, providing retirement and protection solutions to millions of policyholders.

What you will do

• Write, review and enhance customer letters and emails for welcome, review, end of term, arrears and cancellation, highlighting key policy features.
• Champion copywriting standards focusing on tone of voice, readability, messaging hierarchy, calls to action and behavioural science.
• Collaborate with subject matter experts, operational teams and stakeholders to assess, improve, approve and deliver communications.
• Manage records of communications including version control, approvals, reviews and expiry cycles.
• Support team operations with mailbox management, reporting and process coverage.
• Champion customer needs, especially vulnerable customers, and ensure communications meet Consumer Duty and regulatory requirements.
• Use insights, feedback and data to modernise communications and evidence good outcomes.

Requirements

• Located in or able to work hybrid from Hove, UK
• Strong written communication skills with high attention to detail
• Good organisational skills to manage multiple tasks
• Experience writing customer-facing communications for digital/print channels
• Understanding of tone, structure and clarity's impact on customer experience
• Confidence working with stakeholders and in teams
• Comfort with systems, templates and data-driven communications

Nice to have

• Experience in insurance, financial services, marketing or copywriting
• Interest in customer journeys and simplifying complex information

Culture & Benefits

• Performance-related bonus and share schemes
• Generous pension, life assurance and healthcare plan
• 25+ days holiday plus public holidays, buy/sell option, competitive family leave
• Electric car scheme via salary sacrifice
• Discounts on products and high street stores
• Flexible working options including part-time and job shares where possible
• Sustainable, modern UK offices aiming for net-zero carbon by 2030