Department: Marketing and Communications
Job Category: Professional / Managerial
Location:
Liverpool, GB, L3 1NW; Edinburgh, GB, EH2 1AF; London, GB, EC2V 7QN; Glasgow, GB, G2 1EH
Date: 8 Mar 2025
Rathbones provides individual investment and wealth management services for private clients, charities, trustees, and professional partners. We have been trusted for generations to manage and preserve our clients’ wealth.
Our tradition of investing and acting responsibly has been with us from the beginning and continues to lead us forward. Our ambition is to be recognised as the UK’s most responsible wealth manager.
We see it as our responsibility to invest for everyone’s tomorrow. That means doing the right thing for our clients and for others too. Keeping the future in mind when we make decisions today. Looking beyond the short term for the most sustainable outcome. This is how we build enduring value for our clients, make a wider contribution to society and create a lasting legacy. Thinking, acting and investing responsibly.
Department: Service Communications Manager
Location: Flexible
Contract Type: Permanent
Reporting to: Suzanne Adam
The Role
The Service Communications Manager is responsible for developing and executing communication strategies that effectively convey service updates, changes, and improvements to both internal teams and external clients. 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 Manager plays a critical role in maintaining service transparency and improving the overall client experience.
Outcomes of the Role
* Improved client understanding and engagement through clear, timely, and consistent communication of service updates, changes, and improvements.
* Enhanced internal alignment, ensuring all teams are well-informed and equipped with the necessary information to support client enquiries and service delivery.
* Increased client satisfaction as a result of proactive communications that address client needs, reduce confusion, and minimize service disruptions.
* Successful execution of communication strategies, resulting in measurable improvements in client feedback and a reduction in service-related complaints or issues.
Skills and Knowledge
* 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.
* Proficiency in digital communication tools and platforms (e.g., email marketing tools, content management systems, social media, intranet).
* 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.
* Proven experience in service communication, corporate communication, or public relations.
* Experience developing and managing multi-channel communication strategies, including digital, written, and verbal formats.
* Familiarity with client experience (CX) principles and practices, with a focus on enhancing client engagement through communication.
* Prior experience working with both internal teams and external client bases in managing service changes, updates, or disruptions.
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 – those that are passionate about client service, operate with the highest levels of integrity and have a strong results focus.
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