JOB OVERVIEW:
This is a communications role responsible for shaping and delivering clear, compelling and consistent communications for both colleagues (internal) and customers/intermediaries (external). Working closely with the Communications Lead, the colleague will translate business priorities into high-impact communications and campaigns that strengthen engagement, trust and support the bank’s strategic objectives, including transformation and growth. The role manages the day-to-day development and delivery of internal communications across bank-wide channels and platforms, alongside key external communications activity, with particular focus on customer mailings and projects. Success in this role means delivering purposeful, well-governed communications that are measurable, on brand and aligned to the bank’s tone of voice.
ROLE RESPONSIBILITIES:
Customer & External Communications
- Deliver integrated external communications that create high-quality experiences for customers, intermediaries and prospects.
- Execute specific customer mailings and other external communications linked to key projects and risk communications, ensuring messaging is accurate, compliant, audience-appropriate and delivered to schedule.
- Lead the development and delivery of specific campaigns and initiatives to meet agreed business targets.
- Manage updates to the C. Hoare & Co. website, including routine updates, ad hoc requirements and coordination of the website review process.
Internal Communications
- Execute the bank’s internal communications approach, ensuring messaging is clear, consistent, timely and engaging.
- Develop high-impact internal communications messages and campaigns that drive colleague engagement.
- Maintain an annual internal communications calendar, marked by key bank-wide moments and events, ensuring alignment to strategic priorities.
- Work with colleagues pan-bank to enable them to create their own resources – guiding them to the relevant templates, information and how to use the right channels effectively.
- Support the Communications Lead by implementing an internal communications request process – linking to the external process, already in place.
Additional information
- Partner with key areas of the business to translate business objectives into effective internal and external communications strategies and plans.
- Work closely with the Communications Lead to develop and execute communications initiatives supporting the bank’s transformation programme and strategic pillars, as well as the growth strategy and existing customer base.
- Provide regular updates at team and stakeholder meetings on operational planning, campaign progress, key communications activity and upcoming milestones.
- Ensure the Communications Process is followed by the Communications team and the wider business, including arranging approvals from partners and the Management Team as required.
- Manage all communications requests, triaging and assigning appropriately within the team.
- Proofread and quality-check copy and agency outputs to ensure accuracy, clarity, tone of voice and adherence to identity guidelines.
- Manage day-to-day interaction with third-party agencies and suppliers, ensuring high-quality briefs, agreed scopes of work and cost controls before commissioning.
- Lead the preparation of communications reporting, analysis and presentations using relevant systems and software.
- Work with the Colleague Insight Analyst to assess the success of internal communications and events and to improve outcomes through insight.
- Manage marketing/comms assets repository and ensure compliance requirements are met.
- Manage budgets within agreed parameters across stakeholders, including monthly reconciliation against forecast and year-end reconciliation.
- Line manage, develop and nurture marketing apprentices and interns as required.
Requirements
EXPERIENCE AND QUALIFICATIONS:
- Strong stakeholder management and influencing skills, including senior leaders.
- Excellent writing and editing skills, able to simplify complex information for different audiences.
- Experience planning and delivering communications campaigns and content calendars.
- Highly organised, able to manage multiple priorities and deadlines.
- Confident working within governance and approvals processes, ideally in a regulated environment.
- Comfortable using data, insight and analytics to assess and improve communications.
- Competent using Canva, InDesign and/or similar image‑editing tools to create and adapt visual assets.
- Familiarity with tools such as D365/CRM (email marketing) and analytics tools for reporting.
- Experience of working within a fast-paced professional services environment.
- A high level of IT skills including MS Office (Outlook, Excel, PowerPoint, Word), and Adobe Creative Suite.
- Self-motivated, excellent communicator and an eye for detail.
EXPECTATIONS
In addition to your role responsibilities, you must align with the following principles: Colleagues Expectations
TOP 5 SKILLS REQUIRED:
Please note that this only represents the top 5 skills required in this position. The proficiency levels are Awareness, Practitioner and Mastery.
Communication – Practitioner
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Effectively communicates complex information and ideas with clarity and precision, using a range of communication channels (digital, verbal, presentational etc.).
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Demonstrates active listening skills, understanding and responding appropriately to feedback.
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Adapts communication techniques to suit various audiences, including customers, team members, and stakeholders.
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Employs persuasive communication strategies to influence and negotiate successfully.
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Utilises a range of communication tools, including the Voice of the Bank document, and technologies to enhance message delivery
Stakeholder Management – Practitioner
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Actively manages stakeholder relationships, ensuring effective communication and engagement.
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Actively engages with stakeholders to understand their needs and provide appropriate solutions.
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Balances conflicting stakeholder interests, ensuring alignment with business objectives.
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Identifies and resolves stakeholder issues efficiently and effectively.
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Develops and maintains positive relationships with key stakeholders.
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Collects and uses stakeholder feedback to improve services and processes.
Creative Thinking – Practitioner
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Develops innovative solutions to complex banking problems, using creative thinking techniques such as brainstorming and mind mapping.
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Applies creative thinking to improve existing processes, finding more efficient and effective ways to achieve goals.
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Works collaboratively with team members to foster a creative environment, encouraging diverse perspectives and ideas.
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Challenges the status quo and generates multiple ideas to solve problems – striking the right balance between innovation and feasibility.
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Uses creative thinking to respond to challenges and actively find suitable solutions.
Artificial Intelligence – Practitioner
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Able to use some AI solutions, such as Copilot, to address specific business challenges.
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Understand how prompt frameworks can be used to guide the quality of AI responses.
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Proficient in preparing data for AI processing.
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Use Copilot for data analysis.
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Identifies inaccuracies or errors in AI responses.
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Help design a project to automate complex processes by leveraging AI processing, creating agents and working with cross-functional teams.
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Can contribute to the AI strategy for the bank.
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Keeps up-to-date with the latest AI trends and technologies relevant to the banking sector
Teamwork and Collaboration – Practitioner
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Communicates clearly and is available to support the team.
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Works with others to solve problems and avoid siloed working.
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Encourages strengths-based collaboration aligned to shared goals.
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Resolves conflict and fosters a space for challenge and simplification.
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Clarifies roles and promotes cross-team accountability.
Benefits
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25 DAYS OF HOLIDAY (Work Level 1-Intermediate)
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MARKET-LEADING PENSION
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GROUP LIFE ASSURANCE
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GROUP INCOME PROTECTION
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SEASON TICKET LOANS
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PRIVATE MEDICAL INSURANCE
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SUBSIDISED STAFF DINING ROOM
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CHARITABLE DONATIONS/ GIVE AS YOU EARN
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EYE CARE
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FLEXIBLE BENEFITS
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ADDITIONAL ANNUAL LEAVE
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COMPUTER PRODUCTS
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CHARITY DAYS
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CRITICAL ILLNESS AND CRITICAL ILLNESS SPOUSE/PARTNER
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CYCLE TO WORK
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DENTAL INSURANCE
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PERSONAL ACCIDENT INSURANCE
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TRAVEL INSURANCE
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VEHICLE BREAKDOWN COVER
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ELDERCARE
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WORKPLACE NURSERY SCHEME
ELECTRIC VEHICLE SCHEME
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Supporting Your Recruitment Experience
If you have a disability, health condition or are neuro-diverse and may benefit from some adjustments and support during the recruitment experience, then just ask – we don’t want our hiring process to be a barrier for you.
Finally, please note that no candidate will meet every single desired requirement. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to hear more about you!
