Reports to: Senior Strategic Communications Lead, Business Services
Location: Hybrid / UK-wide travel as required - at least two days in The Shard / Mitie office per week
Role Purpose
The Strategic Communications Lead for Business Services is responsible for delivering high‑quality, high‑impact internal communications that strengthen understanding, pride and connection for c.50,000+ frontline colleagues across one of Mitie's largest and most complex divisions. Sitting within the GROW workstream, this role ensures the Business Services narrative is clear, consistent, and compelling — translating divisional strategy and operational priorities into communications that drive engagement, safety, culture, and performance. The postholder is the tactical engine of the Business Services comms portfolio: delivering timely, accurate, audience‑appropriate communications across multiple channels; partnering with operational leaders; and ensuring execution excellence in every interaction.
Key Responsibilities
Tactical Delivery & Execution
* Deliver the full internal communications calendar for Business Services, ensuring consistency with the Group narrative and senior leadership priorities.
* Translate strategic priorities into simple, accessible frontline communications that reach colleagues wherever they are — including hard‑to‑reach, deskless, mobile and shift‑based audiences.
* Plan and deliver BAU communications, urgent operational announcements, safety‑critical updates, and people‑related engagement content (benefits, MyVoice, culture campaigns, reward, skills).
* Manage quick‑turnaround requests from operational leaders while maintaining quality, accuracy and alignment to the IC operating model.
* Commission content through the Channels, Content & Metrics team via clear, audience‑led briefs aligned with GROW persona models.
Frontline Engagement (c. 50,000 colleagues)
* Design and deliver communications that cut through at scale, with a relentless focus on relevance — simplicity and accessibility.
* Champion best‑practice frontline engagement methods including:
o Team Talk Local / huddles
o Line‑manager briefings
o MyMitie App adoption
o Digital screens, SMS, printed assets, flow‑of‑work channels
* Build relationships with Regional Managers, Contract Directors and frontline supervisors to ensure communications are embedded into operational routines.
* Use data (MyVoice, Glint, channel analytics) to refine and continuously improve engagement approaches within frontline populations.
Stakeholder Partnership & Counsel
* Act as a day‑to‑day communications adviser to Business Services operational leadership, providing guidance on message development, timing, and risk.
* Support the Senior Strategic Comms Lead in embedding consistent messaging across all Business Services sub‑sectors and contracts.
* Work closely with HR, Safety, Finance, Operations, Mobilisations and Change teams to ensure communications are integrated and sequenced appropriately.
* Build trusted relationships with senior leaders to support clarity, transparency, and visibility — particularly on major programmes, contract priorities, performance, and change.
Campaigns & Change Communications
* Support divisional and Group campaigns (e.g. safety, culture, benefits, digital adoption, People initiatives) ensuring content is tailored for frontline personas.
* Deliver communication activity for divisional change programmes, restructures, onboarding of new contracts, and new ways of working.
* Ensure Business Services colleagues have early, clear, and timely understanding of the impact of any organisational change.
Quality, Governance & IC Operating Model
* Uphold Mitie's standards for high‑quality internal communications, using the IC message house, tone‑of‑voice principles, and narrative frameworks established across IC.
* Ensure all communications are compliant with regulatory, safety, HR and commercial requirements.
* Use operational discipline to maintain trackers, plans and approvals — ensuring flawless, timely execution.
* Champion the tiered IC model, ensuring Business Services receives consistent, strategic, and well‑sequenced communications support.
Skills, Experience & Behaviours
Essential Experience
* Significant experience delivering internal communications within large, dispersed, operational environments (e.g. FM, logistics, retail, engineering, frontline services).
* Proven ability to translate complex or sensitive information into clear, accessible messaging for frontline colleagues.
* Strong tactical comms delivery background with excellent writing, planning and organisation skills.
* Experience partnering with senior operational stakeholders and navigating fast‑paced, high‑pressure environments.
Skills & Capabilities
* Exceptional writing and simplifying skills; able to communicate with empathy and clarity to colleagues at all levels.
* Highly organised, responsive, and comfortable managing multiple priorities simultaneously.
* Strong judgement, particularly when supporting urgent operational comms.
* Understanding of channel strategy and frontline communications best practice (huddles, manager cascade, mobile/app‑based comms).
* Ability to build trust, influence others, and operate with resilience and professionalism.
Behaviours (aligned to IC competency framework)
* Insight‑led: Uses data and colleague feedback to shape approach.
* Collaborative: Works seamlessly across IC, HR, Operations and central functions.
* Audience‑first: Designs communications for the real working lives of frontline colleagues.
* Calm & reliable: Steady, dependable delivery in a high‑volume environment.
* Purpose‑driven: Connects colleagues to Mitie's purpose, values and culture.
Career Development
This role provides deep experience in frontline communications at scale — a core capability within Mitie's Strategic Communications function. It builds a strong platform for progression into Senior Strategic Comms Lead roles or broader senior IC roles supporting other divisions, major programmes, or Group functions.
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