Channel Island Financial Ombudsman Service Stakeholder Outreach and Communications Officer

Job Description: Channel Island Financial Ombudsman Service Stakeholder Outreach and Communications Officer

Connecting Communities, Building Trust, and Enhancing Transparency

Overview

The Channel Island Financial Ombudsman Service is committed to ensuring fair, transparent, and accessible dispute resolution for the communities it serves. As a trusted, independent organization, we facilitate communication between individuals and organizations, helping resolve complaints impartially and efficiently.

As part of our ongoing efforts to strengthen our engagement with diverse stakeholders and to enhance public understanding of our mission, we are seeking a dedicated Stakeholder Outreach and Communications Officer. This pivotal role is responsible for designing and delivering robust outreach programmes, helping deliver and supporting senior management undertake stakeholder engagement, and managing both internal and external communications. The successful candidate will play a vital role in fostering positive relationships, broadening the Service’s reach, and ensuring that our core values—integrity, impartiality, and accessibility—are communicated effectively to all.

Main Duties and Responsibilities

• Stakeholder Engagement:
• Develop and assist in the implementation of outreach strategies to identify, engage, and collaborate with key stakeholders, including advocacy groups, community organizations, regulators, industry representatives, and members of the public.
• Developing content and new channels of communication for the Ombudsman Service.
• Co-ordinate and organize meetings, forums, and events for the Ombudsman Service to promote its work and understand stakeholder needs and perspectives.
• Act as a point of contact between the Ombudsman Service and its external partners, addressing inquiries and coordinating responses in a timely and effective manner.
• Co-ordinate and manage the delivery of any external suppliers appointed to support the Outreach and stakeholder engagement activities of the Ombudsman Service.

Communications Strategy:

Design, implement, and monitor effective communications strategies that support the goals of the Ombudsman Service.

Develop tailored messaging for different audiences, ensuring clarity, consistency, and alignment with the Service’s values.

Draft, edit, and proofread communications materials including press releases, newsletters, reports, web content, presentations, and social media posts.

Work with senior management to prepare speeches, briefings, and other materials for public engagements.

Coordinate crisis communications and act as a spokesperson when required.

Public Relations and Media Engagement:

Develop and maintain relationships with media representatives to raise awareness of the Ombudsman Service’s work and outcomes.

Monitor media coverage and public sentiment and provide analysis and recommendations to senior leadership.

Respond to media enquiries, arrange interviews, and prepare press releases in line with organizational protocols.

Proactively seek opportunities for media engagement, such as opinion pieces or features, to promote the Service’s mission and impact.

Internal Communications:

Ensure effective internal communication to keep staff informed and engaged with organizational activities, changes, and priorities.

Develop and circulate internal newsletters, staff bulletins, and other updates.

Work with HR and leadership teams to promote a positive organizational culture and strong internal brand.

Monitoring and Reporting:

Develop and maintain evaluation tools to measure the effectiveness of outreach and communications activities.

Compile regular reports for management and the Board on stakeholder feedback, engagement metrics, and communications outcomes.

Identify areas for improvement and recommend changes to enhance the Service’s outreach and communications strategies.

Digital and Social Media Management:

Manage and update the Ombudsman Service’s website and social media channels, ensuring content is current, accessible, and engaging.

Design and implement digital campaigns to support outreach and communication objectives.

Monitor digital engagement metrics and report on trends and insights.

Person Specification

• Education: Bachelor’s degree in Communications, Public Relations, Public Affairs, Journalism, or a related field (or equivalent experience).
• Experience:
• Minimum of 3 years’ experience in stakeholder engagement, communications, public relations, or a similar field.
• Demonstrated experience working with diverse communities and stakeholder groups.
• Proven experience managing media and public relations, including crisis communications.
• Experience with digital and social media platforms, website management, and content creation.

Skills and Attributes:

Outstanding written and verbal communication skills, with the ability to adapt messaging for different audiences.

Strong interpersonal and relationship-building skills.

Exceptional organizational and project management abilities; able to balance multiple tasks and deadlines.

Analytical mindset, with the ability to interpret data and feedback to drive continuous improvement.

Confident public speaker, comfortable representing the organization externally.

Highly motivated, proactive, and solutions-oriented.

Commitment to the principles of fairness, diversity, and inclusion.

Desirable:

Experience working within public sector, regulatory, or ombudsman environments.

Understanding of dispute resolution processes or consumer rights frameworks.

Key Relationships

• Community groups and advocacy organizations
• Industry bodies, regulators, and government agencies
• Media representatives and journalists
• Internal teams including HR, legal, and casework staff
• The general public and service users

Working Conditions

• Part-time, possibility of term-time position; hybrid working.
• Occasional travel required for stakeholder meetings and public events.
• May require occasional evening or weekend work for crisis management of

Core Values

• Integrity: Upholding the highest standards of honesty and ethical conduct in all interactions.
• Impartiality: Ensuring fairness and objectivity in every aspect of work.
• Accessibility: Striving to make the Ombudsman Service available and approachable for all communities.
• Collaboration: Valuing teamwork and partnership with both internal and external stakeholders.
• Innovation: Continuously seeking new and better ways to engage, communicate, and serve the public.

How to Apply

Candidates interested in this exciting opportunity should submit a CV and a cover letter outlining their suitability for the role, relevant experience, and what they believe they can bring to the Ombudsman Service’s outreach and communications initiatives. Shortlisted candidates will be invited to interview and may be asked to provide examples of previous work or undertake an assessment.

For more information about the Ombudsman Service, our mission, and our work, please visit our website or contact the HR team.