Strategic Communications Lead

Reports to: Senior Strategic Communications Lead, Business Services

If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information.Location: Hybrid / UK-wide travel as required – at least two days in The Shard / Mitie office per week

Role Purpose

The Strategic Communications Lead for Business Services is responsible for delivering high‑quality, high‑impact internal communications that strengthen understanding, pride and connection for c.50,000+ frontline colleagues across one of Mitie’s largest and most complex divisions. Sitting within the GROW workstream, this role ensures the Business Services narrative is clear, consistent, and compelling — translating divisional strategy and operational priorities into communications that drive engagement, safety, culture, and performance. The postholder is the tactical engine of the Business Services comms portfolio: delivering timely, accurate, audience‑appropriate communications across multiple channels; partnering with operational leaders; and ensuring execution excellence in every interaction.

Key ResponsibilitiesTactical Delivery & Execution

• Deliver the full internal communications calendar for Business Services, ensuring consistency with the Group narrative and senior leadership priorities.
• Translate strategic priorities into simple, accessible frontline communications that reach colleagues wherever they are — including hard‑to‑reach, deskless, mobile and shift‑based audiences.
• Plan and deliver BAU communications, urgent operational announcements, safety‑critical updates, and people‑related engagement content (benefits, MyVoice, culture campaigns, reward, skills).
• Manage quick‑turnaround requests from operational leaders while maintaining quality, accuracy and alignment to the IC operating model.
• Commission content through the Channels, Content & Metrics team via clear, audience‑led briefs aligned with GROW persona models.

Frontline Engagement (c. 50,000 colleagues)

• Design and deliver communications that cut through at scale, with a relentless focus on relevance — simplicity and accessibility.
• Champion best‑practice frontline engagement methods including:
  • Team Talk Local / huddles
  • Line‑manager briefings
  • MyMitie App adoption
  • Digital screens, SMS, printed assets, flow‑of‑work channels
• Build relationships with Regional Managers, Contract Directors and frontline supervisors to ensure communications are embedded into operational routines.
• Use data (MyVoice, Glint, channel analytics) to refine and continuously improve engagement approaches within frontline populations.

Stakeholder Partnership & Counsel

• Act as a day‑to‑day communications adviser to Business Services operational leadership, providing guidance on message development, timing, and risk.
• Support the Senior Strategic Comms Lead in embedding consistent messaging across all Business Services sub‑sectors and contracts.
• Work closely with HR, Safety, Finance, Operations, Mobilisations and Change teams to ensure communications are integrated and sequenced appropriately.
• Build trusted relationships with senior leaders to support clarity, transparency, and visibility — particularly on major programmes, contract priorities, performance, and change.

Campaigns & Change Communications

• Support divisional and Group campaigns (e.g. safety, culture, benefits, digital adoption, People initiatives) ensuring content is tailored for frontline personas.
• Deliver communication activity for divisional change programmes, restructures, onboarding of new contracts, and new ways of working.
• Ensure Business Services colleagues have early, clear, and timely understanding of the impact of any organisational change.

Quality, Governance & IC Operating Model

• Uphold Mitie’s standards for high‑quality internal communications, using the IC message house, tone‑of‑voice principles, and narrative frameworks established across IC.
• Ensure all communications are compliant with regulatory, safety, HR and commercial requirements.
• Use operational discipline to maintain trackers, plans and approvals — ensuring flawless, timely execution.
• Champion the tiered IC model, ensuring Business Services receives consistent, strategic, and well‑sequenced communications support.

Skills, Experience & BehavioursEssential Experience

• Significant experience delivering internal communications within large, dispersed, operational environments (e.g. FM, logistics, retail, engineering, frontline services).
• Proven ability to translate complex or sensitive information into clear, accessible messaging for frontline colleagues.
• Strong tactical comms delivery background with excellent writing, planning and organisation skills.
• Experience partnering with senior operational stakeholders and navigating fast‑paced, high‑pressure environments.

Skills & Capabilities

• Exceptional writing and simplifying skills; able to communicate with empathy and clarity to colleagues at all levels.
• Highly organised, responsive, and comfortable managing multiple priorities simultaneously.
• Strong judgement, particularly when supporting urgent operational comms.
• Understanding of channel strategy and frontline communications best practice (huddles, manager cascade, mobile/app‑based comms).
• Ability to build trust, influence others, and operate with resilience and professionalism.

Behaviours (aligned to IC competency framework)

• Insight‑led: Uses data and colleague feedback to shape approach.
• Collaborative: Works seamlessly across IC, HR, Operations and central functions.
• Audience‑first: Designs communications for the real working lives of frontline colleagues.
• Calm & reliable: Steady, dependable delivery in a high‑volume environment.
• Purpose‑driven: Connects colleagues to Mitie’s purpose, values and culture.

Career Development

This role provides deep experience in frontline communications at scale — a core capability within Mitie’s Strategic Communications function. xwzovoh It builds a strong platform for progression into Senior Strategic Comms Lead roles or broader senior IC roles supporting other divisions, major programmes, or Group functions.

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