About the role

This is an opportunity for an experienced copywriter to help shape how Plusnet speaks to its customers.

Working within The Exchange, BT’s in-house creative studio, you’ll play a key role in developing and applying Plusnet’s tone of voice across customer communications. You’ll turn complex, sometimes regulated information into copy that feels clear, warm, human and unmistakably Plusnet.

Much of your work will focus on high-volume, business-as-usual customer communications, including emails, website content, MMS/SMS, direct mail and important service, billing and contract messages. You’ll also have opportunities to bring creative thinking to wider marketing and social activity.

You’ll work alongside creative, design and marketing specialists, with exposure to agency partners including Uncommon, Saatchi & Saatchi and Publicis. As part of an in-house studio, you’ll also be close to the wider marketing conversation and able to understand how the work you create performs with customers.

What you’ll be doing

• Shape and apply Plusnet’s tone of voice, creating communications that are friendly, honest, straightforward and human.
• Write compelling customer communications across email, web, SMS/MMS, direct mail and other customer touchpoints.
• Translate complex, technical or regulated information into plain English that customers can quickly understand and act on.
• Develop creative copy routes and turn core ideas into consistent communications across multiple formats, audiences and versions.
• Adapt your writing to different channels, from tightly crafted subject lines and SMS messages to landing pages and customer letters.
• Proofread and quality-check customer-facing communications, maintaining exceptional standards of accuracy, consistency and attention to detail.
• Collaborate with creative, design, account and marketing colleagues to ensure copy and visual execution work seamlessly together.
• Present and explain your creative thinking, confidently articulating the rationale behind tone, structure and word choices.
• Manage multiple briefs and rounds of amends at pace, taking ownership of copy from initial brief through to final sign-off.

Essential Skills / Experience

• A portfolio demonstrating capable copywriting craft, creative flair and an ability to adapt ideas across different formats.
• Creating marketing and customer communications across multiple channels such as email, web, SMS/MMS and direct mail.
• Ability to write clear, accessible copy from complex, detailed or regulated information.
• Proofreading and meticulous attention to grammar, accuracy, consistency and version control.
• Experience working within established brand and tone-of-voice guidelines while knowing when and where to bring creative thinking.

Desirable Skills / Experience

• Experience working within an in-house creative studio or brand-side creative team.
• Experience in telecommunications, utilities, subscription services or another environment involving high-volume customer communications.
• Experience using AI or automation as part of the copy development or production process.
• Familiarity with email build, content management systems and the production requirements of digital and print channels.
• Experience writing accessible content using plain-language and readability principles.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme