Communications, People Engagement and Continuous Improvement Lead

We are looking for an experienced leader to undertake a key role within the Service Delivery Directorate at the Rural Payments Agency (RPA). This role is central to improving how we engage with colleagues delivering services and support them in communicating clearly and effectively with customers.

You will help ensure that people delivering RPA services feel informed, connected and confident during periods of operational change, policy delivery and system development, and that customers receive clear, timely and easy to understand information that supports successful service outcomes.

The RPA is an executive agency of the UK Department for Environment, Food and Rural Affairs (Defra). We deliver over £2billion in payments each year to farmers, traders and land managers across England, supporting sustainable agriculture and thriving rural communities.

This is a leadership role within the Service Delivery Directorate, working closely with operational leaders, programme teams and digital colleagues. You will translate complex policies, processes and service changes into clear, structured communications that support operational delivery and customer understanding.

You will lead internal communications and engagement activity across service delivery teams, ensuring colleagues understand priorities, processes and changes that affect how services are delivered. You will support senior leaders by providing expert advice on engagement approaches, helping build confidence, consistency and clarity across services.

A key aspect of the role is supporting the RPA’s ambition to deliver accessible, user centred and easy to use services. Working closely with colleagues across the agency, you will help ensure messages are inclusive, clear and supportive, enabling people to understand and confidently use our services.

You will also embed a culture of continuous improvement, using insight and evaluation to improve communication effectiveness and support better service outcomes over time.

Responsibilities

• Lead the planning and delivery of clear, engaging internal communications for colleagues delivering frontline services across the Service Delivery Directorate
• Design and use a range of communication channels and tools to reach colleagues across different locations, roles and operational environments
• Improve colleague engagement by developing inclusive and effective ways to share information during service delivery, transformation and change
• Plan, deliver and evaluate communication activity that supports operational priorities, service improvements and customer facing change
• Monitor and evaluate communication effectiveness, using data, feedback and insight to drive continuous improvement
• Improve communication processes and tools to ensure they are efficient, accessible and user centred, supporting both colleagues and customers
• Work closely with digital, operational and service design teams to ensure communications align with service journeys and support accessible online services
• Provide expert advice and guidance to senior leaders on effective engagement approaches during service delivery and change
• Lead and support a small team, supporting collaboration, inclusivity, capability development and a culture of continuous improvement

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