Job description:
Role Title: Service Communications Lead
Division: Wealth Management Propositions & Client Experience
Location: London
Contract: Permanent
Working pattern: Hybrid
About the Role
The Service Communications Lead at Rathbones is a pivotal role, responsible for developing and implementing strategic communications that enhance service experience and support organisational objectives. They ensure consistent, clear, and timely messaging across all channels to enhance client understanding and satisfaction. By aligning communication efforts with business goals, the Service Communications Lead plays a critical role in maintaining service transparency and improving the overall client experience.
What you’ll be responsible for
* Strategic Communications Planning:
Develop and implement comprehensive communication strategies across client journeys that align with Rathbones' service principles and brand experience. Incorporate standardised outputs and event-driven communications.
* Content Development:
Work with key partners to ensure that communications are clear, simple to understand, engaging, and effective.
* Service Enhancements:
Collaborate with service teams to communicate improvements, changes, and new offerings through appropriate channels.
* Cross-Functional Collaboration:
Work closely with Internal Communications, Marketing, Client Services, Compliance, and Proposition teams to ensure consistent messaging.
* Communication Governance and Air Traffic Control:
Establish and maintain standards and processes for service communications, with particular focus on air traffic control.
About you
* Exceptional written and verbal communication skills, with the ability to translate complex service information into clear, client-friendly messaging
* Strong project management and organisational skills, with the ability to handle multiple communication initiatives simultaneously and meet tight deadlines
* Strong interpersonal skills, with the ability to collaborate effectively with cross-functional teams and manage stakeholder expectations
* Problem-solving and critical-thinking skills, with a focus on anticipating client concerns and proactively addressing them through communication
* Experience in service communication, corporate communication, or public relations is advantageous.
* Project management abilities with attention to detail
* Familiarity with client experience (CX) principles and practices, with a focus on enhancing client engagement through communication is advantageous.
* Prior experience in managing service changes, updates, or disruptions would be an advantage