Writer, Customer Experience

Job Description

Dear LEGO® people,

• What are you doing to protect the planet and the polar bears?

• Are there LEGO characters with prosthetic limbs? My child would love to see a minifigure like them!

• Are there more hair pieces that match my own?

• My kid wants to know if minifigures sleep with their eyes open. Can you confirm?

If questions like these make you smile instead of sweat, you’ll click perfectly with our team.

We’re looking for an experienced writer who brings warmth, empathy and personality to customer conversations. And helps others do the same. You’ll shape our tone of voice, create training and guidelines, review copy and keep communication clear and consistent across emails, chatbots, social media, UX copy and more.

If that sounds like your kind of build, we’d love to meet you.

This opportunity is based in our Slough, UK office. We offer a hybrid working week arrangement called Best of Both, requiring 3 days in the office location and 2 days from home. There is no relocation support for this role.
 

Core Responsibilities

• Help our Customer Service Advisors by creating templates, polishing tricky replies and offering guidance on sensitive conversations.

• Review content from across the company for grammar, tone, clarity and inclusive language.

• Create and update tone of voice guidelines, upskilling materials and training resources.

• Lead calibration sessions to ensure writing quality and consistency across teams and levels.

• Audit templates, guidelines and processes. And proactively suggest improvements to keep everything fresh, efficient and accurate.

• Write high-quality, engaging content for fast-moving, high-profile projects while reflecting LEGO brand values.

• Provide constructive feedback to writers and help develop their skills.

• Build strong working relationships with colleagues and teams across the business.

• Work with comms teams to get the latest point of view on emerging topics.

Play your part in our team succeeding

As part of the Consumer & Shopper Engagement (CSE) Tone of Voice team, you’ll help shape and evolve our written tone of voice at a brand level. You’ll help maintain quality and alignment across the department, improving processes, upskilling your peers and ensuring our messaging is always the best it can be. This role shapes the voice of one of the most-loved customer service teams in the world. It’s pretty exciting.

Do you have what it takes

• An expert writer with proven experience writing for real people in real moments. Whether that’s customer comms, brand storytelling, editorial work or similar.

• A strong sense of tone of voice and the confidence to apply it, adapt it and teach it across different channels and teams.

• Excellent attention to detail: grammar, flow, structure, clarity and consistency.

• The ability to give constructive feedback, review others’ writing and support more junior writers as they develop.

• Creativity and imagination to make content feel fun and engaging.

• A collaborative, people-first working style and the ability to build strong relationships across the business.

• Confidence moving through existing processes (and knowing when they could work better).

• A genuine commitment to inclusive, respectful communication.

• Comfort working with deadlines, multiple inputs and nuanced stakeholder feedback.

Hear from the hiring manager:

“This is such a special role for a writer. The work has purpose and there’s so much variety. Some days are thoughtful, some are fast-paced and every so often you realise you’ve spent a large part of your day playing with LEGO bricks for ‘research’.”

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.