Head of Strategic Engagement and Communications in Birmingham

Lead LeO’s strategic engagement, communications and publications agenda, providing senior-level direction on how the organisation communicates, builds relationships and positions itself across the sector. Translate LeO’s strategic objectives into clear communication and engagement priorities, delivery plans and standards that enhance organisational reputation, transparency, credibility and external influence.

Take overall responsibility for developing a coordinated approach to stakeholder engagement, external communications, public positioning and corporate publications, ensuring LeO’s voice is consistent, authoritative and informed by evidence. Build strong and purposeful relationships with key audiences, including regulators, the legal profession, consumer organisations, policymakers and the media, ensuring communications are relevant, accessible and responsive to their needs.

Develop a high-performing and sustainable Strategic Engagement and Communications centre of expertise within the Communications, Engagement and Impact team, bringing together communications, engagement and publication capability to maximise the impact of LeO’s learning, insight and complaint-handling evidence. Work in partnership with the Head of Learning and Insight to provide joint leadership of the CEI team’s Casework and Complaint Handling centre of expertise, ensuring specialist knowledge is effectively converted into compelling communications, meaningful engagement and wider organisational learning.

As a member of LeO’s Senior Leadership Team, play an active role in shaping organisational direction and priorities, contributing to corporate governance, business planning, transformation, risk management and collective leadership. Use strategic judgement, influence and strong stakeholder relationships to support informed decision-making and strengthen LeO’s reputation, reach and impact across the sector.

The purpose of this role is to ensure LeO is able to engage confidently and effectively with the people and organisations that influence, deliver and experience legal services. It will provide the strategic direction needed to ensure LeO’s voice is understood, its evidence has influence and its work is communicated in a way that builds confidence, supports accountability and contributes to meaningful improvement across the sector.

The role will shape how LeO develops and maintains its external relationships, ensuring engagement is purposeful, coordinated and focused on achieving positive outcomes. It will bring together stakeholder insight, communications, public affairs, media, digital activity and corporate publications to create a clear and credible external presence, while ensuring LeO is well positioned to respond to emerging issues, opportunities and reputational challenges.

A key focus will be ensuring that LeO’s evidence and expertise have impact beyond the organisation. Working closely with the Head of Learning and Insight, the role will connect complaints, casework, research and organisational learning with the needs of external audiences, helping to turn evidence into compelling messages, informed dialogue and practical opportunities for sector improvement. It will also ensure that LeO’s most significant public-facing outputs provide a clear account of its priorities, performance, impact and use of public resources.

The role will establish the conditions for a strong and sustainable Strategic Engagement and Communications function, with the right capability, leadership, governance and ways of working to deliver consistently high-quality outcomes. Through effective people leadership and joint functional leadership of the Casework and Complaint Handling Centre of Expertise, it will help ensure specialist knowledge is shared effectively and contributes to wider organisational and sector learning.

As a senior leader, the postholder will bring an external perspective and strong strategic judgement to LeO’s leadership and decision-making. As a member of the Senior Leadership Team, they will contribute to the organisation’s overall direction, performance, transformation and risk management, while providing assurance on the effectiveness and impact of engagement, communications and publications activity. The role will also provide senior leadership cover for the Executive Director of Communications, Engagement and Impact when required.

Essential Skills & Experience

Significant experience of leading strategic communications, stakeholder engagement, public affairs or external relations activity in a complex, high-profile or regulated environment.

Proven ability to develop and deliver integrated engagement and communications strategies that support organisational priorities, strengthen reputation and influence external audiences.

Strong understanding of stakeholder management, external positioning, media handling, public affairs, digital communications and strategic publications, with the judgement to tailor messages for different audiences.

Excellent written and verbal communication skills, including the ability to translate complex evidence, insight and organisational priorities into clear, compelling and accessible narratives.

Strong relationship-building and influencing skills, with experience of advising senior leaders and building credibility with a wide range of internal and external stakeholders.

Experience of leading people, managing resources and building capability within a communications, engagement, publications or external affairs function.

Sound judgement, political awareness and the ability to manage competing priorities, reputational risks and sensitive issues while maintaining high standards of accuracy and governance.

Ability to work with a high degree of autonomy in producing high-quality outputs, consistently taking deliverables to near-completion - minimising senior review, improvement and sign-off.

Ability to blend strategic leadership/vision with the operational grip to oversee delivery of business-as-usual team objectives and commitments.

Desirable Skills & Experience

Experience of working in an Ombudsman, regulator, legal services, public sector or arms-length body environment.

Experience of using audience insight, stakeholder mapping, evaluation data or research to improve communications and engagement impact.

Experience of leading or contributing to high-profile corporate publications, consultations, annual reporting, business planning or impact reporting.

Experience of preparing briefings, speeches, board papers, media lines or senior-level communications for executive or non-executive audiences.

Understanding of the legal services landscape, consumer protection, regulatory reform, access to justice or complaint-handling environments.

Experience of developing team operating models, governance arrangements, quality standards or performance measures for a professional centre of expertise.

Experience of crisis communications, issues management or reputational risk management in a public-facing organisation.