Service Communications Lead

Rathbones; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading wealth management firm in London is seeking a Service Communications Lead to develop strategic communications that enhance service experience. The role requires exceptional communication skills and the ability to manage multiple initiatives. You will collaborate with various teams to ensure consistent and clear messaging. The firm offers a comprehensive benefits package and a hybrid working pattern.

Benefits

Company pension

Private medical insurance

Life assurance

Income protection

Discretionary bonus

Flexible holidays

Gym discounts

Qualifications

• Ability to translate complex service information into clear client-friendly messaging.
• Ability to handle multiple communication initiatives simultaneously.
• Prior experience in managing service changes or disruptions.

Responsibilities

• Develop and implement comprehensive communication strategies.
• Work with key partners to create clear and engaging communications.
• Collaborate with service teams to communicate improvements and changes.

Skills

Exceptional written and verbal communication skills

Strong project management skills

Strong interpersonal skills

Problem-solving skills

Experience in service communication

Job description

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

Our offer to you

We want everyone at Rathbones to fulfil their potential in an environment where you are proud to work and feel like you belong.

We offer a comprehensive remuneration package which we review regularly and benefits include:

• A company pension - 9% non‑contributory or 10% if you contribute 5%
• Private medical insurance Individual on joining family after 1 years service
• Life assurance - 8 x salary
• Income protection 75 % salary
• Company share scheme
• Discretionary bonus
• Flexible holidays purchase up to 5 additional days
• Green Car Scheme
• Family friendly policies enhanced family leave for parents & carers
• Study support study days and funding for courses and qualifications
• Season travel ticket loans
• Volunteering days
• Gym discounts
• Other voluntary benefits you can choose to suit you

Key Skills

• Administrative Skills
• Facilities Management
• Biotechnology
• Creative Production
• Design And Estimation
• Architecture

Additional Information

Employment Type: Full Time

Experience: years

Vacancy: 1

We are a Level 2 Disability Confident Employer under the UK Government scheme. This means we’ve signed up to a set of commitments around how we recruit retain and develop people with disabilities. Find out more about the Government Scheme online.

If you feel there are any reasonable adjustments that would make the process easier for you and help you to perform at your best whether that is due to disability neurodiversity or other protected characteristic just let us know by emailing us at

We will close this advert once we have received enough applications for the next stage. Please submit your application as soon as possible to ensure you don't miss out.

We believe in playing the long game. That means building consistent results earning trust and doing the right thing for our clients our colleagues and the communities we’re part of. Our values shape how we work: We aim high, We get it done, We show we care, We do the right thing. These aren't just words on a wall. They guide how we treat each other how we make decisions and how we build relationships that last.

Life at Rathbones: We aim to become an employer of choice for the wealth management sector to achieve this we are working hard to build a diverse equal and inclusive workplace that motivates develops and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones we provide meaningful work opportunities and a voice to all.