Overview
Company description
Job Title: Customer Communications Manager
Location: Basingstoke – Hybrid – Three Days in Office
Employment Type: Maternity Cover – Fixed Term Contract
Hours: Monday-Friday
AA Summary
Think the AA is just about roadside assistance? Think again!
As one of the UK’s most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we’ve got you covered. Our mission is to keep Britain moving, and we’re looking for dedicated individuals to join our team. Ready to join us?
#LI-EJ1 #LI-Hybrid
This is the job
As our Insurance Customer Communications Manager, you’ll take the lead in shaping how we communicate to our customers through letters, emails, SMS and online across their entire journey, from quote to renewal and everything in between. You’ll be the driving force behind clear, consistent, and customer-first communications, supporting critical growth, value and savings initiatives, ensuring every message we send is accurate, engaging, and aligned with our brand and regulatory standards.
You’ll manage a talented team of three, guiding them through a challenging pipeline of change initiatives and communication updates. Whether it’s updating our communications suite to support exciting launches, making updates to print items, responding to incidents and managing remedial action, or supporting strategic customer journey projects, you’ll play a key role in delivering improvements that make a real difference to our customers and our business.
What will I be doing?
- Leading the development and delivery of all customer communications across the full lifecycle, from quote to post-sale, ensuring clarity, consistency, and compliance, across all communications channels (letters / emails / SMS / online) and proposing new ideas to drive improvements.
- Managing a busy pipeline of communication changes, carefully developing, testing and releasing change whilst balancing regulatory deadlines, customer needs, and commercial priorities.
- Coaching and supporting a team of three, helping them deliver high-quality work across multiple projects and change initiatives.
- Assessing communication requirements, translating them into effective and actionable communications change and delivery plans.
- Reviewing and refreshing key communication assets such as welcome packs, renewal documents, and printed materials.
- Acting swiftly to resolve communication issues and incidents, ensuring remedial actions protect customer trust and experience.
- Collaborating with the Customer Journey Manager to deliver strategic initiatives that drive customer value and business growth.
- Manging a £2M fulfilment budget – ensuring we remain on budget, are driving savings and are not surprised by unforeseen costs
- Overseeing the end-to-end delivery process for communications via post, email, and SMS, identifying and resolving any issues.
- Ensuring all communications meet brand, regulatory, and quality standards, while briefing operational teams for smooth implementation.
What do I need?
- Strong organisational and project management skills, with the ability to manage multiple projects and prioritise effectively under pressure.
- Proven experience delivering customer communications and / or change across digital and offline channels, ideally within Insurance or Financial Services.
- Strong leadership skills with the ability to coach, support and inspire a small team to deliver high-quality impactful work.
- A customer-first mindset, with a passion for creating communications that drive engagement and positive outcomes.
- Excellent attention to detail, ensuring accuracy, consistency, and compliance in every piece of communication.
- Creative and strategic thinking, balancing regulatory requirements with customer experience and commercial goals.
- Exceptional written communication skills and proficiency in Microsoft Office, especially Word.
- Preferably educated to degree level, with a proactive and results-driven approach to work.
Additional information
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
- 25 days annual leave plus bank holidays + holiday buying scheme
- Worksave pension scheme with up to 7% employer contribution
- Free AA breakdown membership from Day 1 plus 50% discount for family and friends
- Discounts on AA products including car and home insurance
- Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
- Company funded life assurance
- Diverse learning and development opportunities to support you to progress in your career
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.
We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.
