Service Communications Lead in Liverpool

Department: Propositions & Service Experience

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’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.

Role Title: Service Communications Lead

Division: Wealth Management Propositions & Client Experience

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 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, development and sense of community. These include:

• Sports & Social Committees, such as cricket, football, netball, running, yoga, quiz nights, charity bake sales and much more.
• Inclusion Networks that help us drive change within the organisation such as Gender Balance, Multicultural, Abilities Count, Pride, Social Mobility, Generations, Take a moment to pause (Menopause) and Armed Forces.
• The NextGen IM Network, which brings together a community of trainees from across the UK, who are all at the early stages of their careers and offers development opportunities, exposure across the business as well as peer support and connection.

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. We are committed to building a team that is made up of diverse skills, experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values. We’re 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 recruit@rathbones.com.

Mission

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. 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.