Communications Specialist (Internal & External) - Permanent

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

• Effectively communicates complex information and ideas with clarity and precision, using a range of communication channels (digital, verbal, presentational etc.).
• Demonstrates active listening skills, understanding and responding appropriately to feedback.
• Adapts communication techniques to suit various audiences, including customers, team members, and stakeholders.
• Employs persuasive communication strategies to influence and negotiate successfully.
• Utilises a range of communication tools, including the Voice of the Bank document, and technologies to enhance message delivery

Stakeholder Management – Practitioner

• Actively manages stakeholder relationships, ensuring effective communication and engagement.
• Actively engages with stakeholders to understand their needs and provide appropriate solutions.
• Balances conflicting stakeholder interests, ensuring alignment with business objectives.
• Identifies and resolves stakeholder issues efficiently and effectively.
• Develops and maintains positive relationships with key stakeholders.
• Collects and uses stakeholder feedback to improve services and processes.

Creative Thinking – Practitioner

• Develops innovative solutions to complex banking problems, using creative thinking techniques such as brainstorming and mind mapping.
• Applies creative thinking to improve existing processes, finding more efficient and effective ways to achieve goals.
• Works collaboratively with team members to foster a creative environment, encouraging diverse perspectives and ideas.
• Challenges the status quo and generates multiple ideas to solve problems – striking the right balance between innovation and feasibility.
• Uses creative thinking to respond to challenges and actively find suitable solutions.

Artificial Intelligence – Practitioner

• Able to use some AI solutions, such as Copilot, to address specific business challenges.
• Understand how prompt frameworks can be used to guide the quality of AI responses.
• Proficient in preparing data for AI processing.
• Use Copilot for data analysis.
• Identifies inaccuracies or errors in AI responses.
• Help design a project to automate complex processes by leveraging AI processing, creating agents and working with cross-functional teams.
• Can contribute to the AI strategy for the bank.
• Keeps up-to-date with the latest AI trends and technologies relevant to the banking sector

Teamwork and Collaboration – Practitioner

• Communicates clearly and is available to support the team.
• Works with others to solve problems and avoid siloed working.
• Encourages strengths-based collaboration aligned to shared goals.
• Resolves conflict and fosters a space for challenge and simplification.
• Clarifies roles and promotes cross-team accountability.

Benefits

• 25 DAYS OF HOLIDAY (Work Level 1-Intermediate)
• MARKET-LEADING PENSION
• GROUP LIFE ASSURANCE
• GROUP INCOME PROTECTION
• SEASON TICKET LOANS
• PRIVATE MEDICAL INSURANCE
• SUBSIDISED STAFF DINING ROOM
• CHARITABLE DONATIONS/ GIVE AS YOU EARN
• EYE CARE
• FLEXIBLE BENEFITS
• ADDITIONAL ANNUAL LEAVE
• COMPUTER PRODUCTS
• CHARITY DAYS
• CRITICAL ILLNESS AND CRITICAL ILLNESS SPOUSE/PARTNER
• CYCLE TO WORK
• DENTAL INSURANCE
• PERSONAL ACCIDENT INSURANCE
• TRAVEL INSURANCE
• VEHICLE BREAKDOWN COVER
• ELDERCARE
• WORKPLACE NURSERY SCHEME
• ELECTRIC VEHICLE SCHEME
  

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!