Communications Manager

Citizens Advice Ltd; Liverpool; Hybrid; GBP 32,000 - 52,000; Full time

Job summary

Citizens Advice Liverpool is seeking an experienced Communications Manager to lead audience-led campaigns, brand governance and stakeholder engagement. You will plan and deliver content across digital and internal channels, guided by audience insight and performance data.

You will coordinate colleagues and volunteers, support the CEO and Senior Leadership Team, and strengthen the organisation’s presence with partners, media, and professional networks across Liverpool City Region.

Qualifications

• Experience planning and delivering audience-led communications, brand or campaign activity, with the ability to turn complex issues into clear and engaging content.
• Experience creating and managing content across digital and internal channels, building stakeholder relationships and supporting media activity.
• Ability to coordinate colleagues and volunteers, provide constructive guidance and maintain clear standards and workflows.
• Strong analytical judgement, with experience using audience insight and communications data to evaluate impact and make evidence-based recommendations.
• Excellent written and verbal communication skills, with experience producing accessible and inclusive communications.
• Experience supporting brand governance through guidance, asset management, monitoring or colleague training.
• Experience in the charity, advice, or public sector.

Responsibilities

• Support communications planning and coordinate delivery across Citizens Advice Liverpool, ensuring activity contributes to organisational and fundraising priorities.
• Coordinate the consistent, accessible and inclusive use of CAL’s brand identity and messaging across all channels.
• Plan and deliver audience-led communications for campaigns, advocacy, fundraising and stakeholder engagement.
• Use audience insight, research and performance data to improve activity and produce practical recommendations.
• Provide specialist communications advice and support to the CEO and Senior Leadership Team, escalating strategic or sensitive matters appropriately.
• Build our profile and relationships with partners, funders, media and local authorities.
• Coordinate local media activity, including press releases, routine enquiries and media contacts, escalating sensitive issues appropriately.
• Strengthen CAL’s presence on LinkedIn and other professional platforms to support recruitment, partnerships and reputation.
• Coordinate communications links with Citizens Advice offices across Liverpool City Region and identify opportunities for joint activity.
• Monitor internal and external channels for emerging reputational risks and support agreed responses.
• Engage colleagues and strengthen internal communications.
• Coordinate internal communications that support staff engagement, organisational cohesion and agreed change priorities.
• Use SharePoint, newsletters, Yodeck and Teams effectively and consistently.
• Provide guidance, training and practical resources so colleagues and volunteers can communicate confidently and apply CAL’s brand consistently.
• Ensure internal messaging promotes transparency and supports staff wellbeing and organisational change.
• Manage digital content and communications resources
• Coordinate accessible, high-quality website and social media content that supports agreed organisational priorities.
• Put clear processes in place so operational staff and volunteers can complete routine updates.
• Provide editorial oversight for case studies, campaigns and organisational announcements.
• Maintain approved brand assets, templates and guidance so colleagues can access current, compliant resources.
• Develop practical standards, workflows and approval processes for communications outputs.
• Commission marketing materials and coordinate colleagues and volunteers who contribute to content production.
• Ensure communications are inclusive, accessible and compliant with data protection requirements.
• Contribute to our mission and culture
• Champion CAL’s values and ensure communications are inclusive, accessible and reflective of the communities we serve.
• Use audience insight and, where appropriate, the experiences of people who use our services to inform communications and brand activity.
• Promote safe, ethical and responsible communications practice.
• Support hybrid working and contribute to a positive organisational culture.

Skills

Audience-led communications

Content across channels

Team coordination

Data-driven decision making

Excellent communication

Brand governance

Public/Charity sector experience

Job description

• Support communications planning and coordinate delivery across Citizens Advice Liverpool, ensuring activity contributes to organisational and fundraising priorities.
• Coordinate the consistent, accessible and inclusive use of CAL’s brand identity and messaging across all channels.
• Plan and deliver audience-led communications for campaigns, advocacy, fundraising and stakeholder engagement.
• Use audience insight, research and performance data to improve activity and produce practical recommendations.
• Provide specialist communications advice and support to the CEO and Senior Leadership Team, escalating strategic or sensitive matters appropriately.

2. Build our profile and relationships

• Support CAL to maintain a clear and credible voice on poverty, social isolation and access to justice across Liverpool City Region.
• Develop productive relationships with communications contacts at partner, funder, media and local authority organisations.
• Coordinate local media activity, including press releases, routine enquiries and media contacts, escalating sensitive issues appropriately.
• Strengthen CAL’s presence on LinkedIn and other professional platforms to support recruitment, partnerships and reputation.
• Coordinate communications links with Citizens Advice offices across Liverpool City Region and identify opportunities for joint activity.
• Monitor internal and external channels for emerging reputational risks and support agreed responses.

3. Engage colleagues and strengthen internal communications

• Coordinate internal communications that support staff engagement, organisational cohesion and agreed change priorities.
• Use SharePoint, newsletters, Yodeck and Teams effectively and consistently.
• Provide guidance, training and practical resources so colleagues and volunteers can communicate confidently and apply CAL’s brand consistently.
• Ensure internal messaging promotes transparency and supports staff wellbeing and organisational change.

4. Manage digital content and communications resources

• Coordinate accessible, high-quality website and social media content that supports agreed organisational priorities.
• Put clear processes in place so operational staff and volunteers can complete routine updates.
• Provide editorial oversight for case studies, campaigns and organisational announcements.
• Maintain approved brand assets, templates and guidance so colleagues can access current, compliant resources.
• Develop practical standards, workflows and approval processes for communications outputs.
• Commission marketing materials and coordinate colleagues and volunteers who contribute to content production.
• Ensure communications are inclusive, accessible and compliant with data protection requirements.

5. Contribute to our mission and culture

• Champion CAL’s values and ensure communications are inclusive, accessible and reflective of the communities we serve.
• Use audience insight and, where appropriate, the experiences of people who use our services to inform communications and brand activity.
• Promote safe, ethical and responsible communications practice.
• Support hybrid working and contribute to a positive organisational culture.

Person specification

We’re looking for someone who combines creativity, sound judgement and organised delivery.

Essential experience and skills

• Experience planning and delivering audience-led communications, brand or campaign activity, with the ability to turn complex issues into clear and engaging content.
• Experience creating and managing content across digital and internal channels, building stakeholder relationships and supporting media activity.
• Ability to coordinate colleagues and volunteers, provide constructive guidance and maintain clear standards and workflows.
• Strong analytical judgement, with experience using audience insight and communications data to evaluate impact and make evidence-based recommendations.
• Excellent written and verbal communication skills, with experience producing accessible and inclusive communications.
• Experience supporting brand governance through guidance, asset management, monitoring or colleague training.
• Experience in the charity, advice, or public sector.

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