Service Communications Lead

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Department:
Propositions & Service Experience

Job Category:
Support

Location:

Liverpool, GB, L3 1NW
London, GB, EC2V 7QN

At Rathbones, we help people invest their money well, so they can live well. That means more than financial returns – it’s about helping people feel confident in their decisions and supported in their future. We don’t just manage money, we guide people through life’s big moments, helping them stay on track and focus on what matters most.
We’re proud to be one of the UK’s leading wealth managers, with over £109bn
* in assets under management and 20+ offices across the UK and Channel Islands. We’re a FTSE 250 company with national reach and a local feel – and we’re growing.

* As of June 2025

Role

Title:

Service Communications Lead

Division:
Wealth Management Propositions & Client Experience

Location:
London

Contract:
Permanent

Working pattern:
Hybrid

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.

• 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.

• 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

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 year’s service
• Life assurance - 8 x 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
• Other voluntary benefits you can choose to suit you

Our employees can choose to take part in various social groups and communities to support their wellbeing, growth,…