Job summary
Are you a strategic communicator who thrives on building meaningful relationships and shaping public perception?
Do you want to lead impactful engagement that supports the NHS and touches millions of lives?
We're looking for a dynamic and experienced leader to join us as Head of Pensions Stakeholder Engagement and Communications. This is a unique opportunity to shape how NHS Pensions communicates with its members, partners, and the public - ensuring voices are heard and services are shaped by real insight.
You'll lead a talented team, develop integrated communication strategies, and work closely with senior leaders and national stakeholders. If you're passionate about making a difference and want to be part of something bigger, we'd love to hear from you.
Interviews are scheduled to take place in person at our Stella House office in Newcastle during the week commencing 1st December. Please note that dates may be subject to change depending on business requirements.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working
- Hybrid working model
- Career development
- Active wellbeing and inclusion networks
- Excellent pension(23.7% employer contribution)
Main duties of the job
As Head of Pensions Stakeholder Engagement and Communications, you'll:
- Lead NHS Pensions' external communications and engagement strategy.
- Build and maintain strong relationships with key stakeholders including DHSC, NHS Trusts, professional bodies, and scheme members.
- Act as the main point of contact between operational teams and external partners.
- Provide expert advice to senior leaders on reputational risk, media strategy, and stakeholder impact.
- Champion NHS Pensions' mission and values across all communications.
- Lead a high-performing team, fostering a culture of collaboration, professionalism, and continuous improvement.
- Use data and insight to shape service delivery and policy development.
- Oversee internal and external communications, digital marketing, media relations, and design.
- Represent NHS Pensions on national forums and ensure alignment with governance and policy.
For a more detailed breakdown of the role and responsibilities please take a look at the job description attached to the advert. We welcome conversations about this opportunity, so please don't hesitate to reach out if you want to find out more.
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.
As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
Stakeholder Relationship Management
- Providing senior leadership in developing and managing strategic, high-impact relationships across the health and care system, including the Department of Health and Social Care, NHS Trusts, NHS employers, and the public.
- Act as a senior representative of the organisation, engaging directly with high-value or politically sensitive stakeholders to foster collaboration and drive alignment with strategic priorities.
- Lead inclusive and transparent engagement strategies, navigating complex stakeholder environments to enable and support transformational programmes and strategic objectives.
- Act as the primary point of contact between the NHS Pensions member services, wider operational teams and external stakeholders.
- Support the Director of NHS Pensions in maintaining a strong commissioning relationship with DHSC.
- Coordinate messaging, policy communication, and engagement with NHS Employers and other partners.
- Lead efforts for urgent communications and dispute resolution to manage sensitive stakeholder issues, particularly during high profile and sensitive discussions, to parliamentary level.
- Lead the development of data-driven engagement strategies, using stakeholder segmentation to tailor communications to improve service outcomes. Ensure communications are consistent, accurate, and aligned with organisational values.
- Engage in two-way communication and encourage dialogue and listen to members and stakeholder feedback.
- Identify and mitigate reputational risks by taking proactive steps to maintain trust and credibility.
- Lead the development of strategic narratives and crisis communication plans to safeguard the reputation of NHS Pensions during periods of scrutiny and improvements.
- Serve as a senior spokesperson for NHS Pensions alongside the Director of Pensions, representing the service in national media, DHSC meetings, parliamentary briefings, and public forumsLeadership and Team Management
- Develop and lead the execution of a comprehensive stakeholder engagement and communications strategy aligned with the organisations goals.
- Work closely and effectively with other leads to align stakeholder engagement during appropriate initiatives.
- Act as a trusted advisor to senior leadership, offering expert counsel on reputational risk, media strategy, and stakeholder impact.
- Provide inspirational leadership in a highly complex and politically sensitive environment, fostering resilience and adaptability across multidisciplinary Pensions teams.
- Champion the organisations and NHS Pensions mission, vision, and values across internal and external communications.
- Lead and develop the NHS Pensions stakeholder engagement and communications team with clear direction and performance expectations.
- Foster a culture of collaboration and professionalism.
- Recruit, train, and develop new and existing staff, fostering a culture of high performance, creativity, and continuous improvement.
- Equip staff with the skills and tools to engage effectively with NHS Trusts and other stakeholder groups.
- Champion talent development and succession planning to future-proof the communications and stakeholder engagement function to meet the longer term requirements of NHS Pensions in line with the current pensions strategy and in preparation for service transformation.
- As a senior leader within the NHSBSA, the post holder will be expected to have a tailored personal development plan, that will include deputising for the Director of Pensions when necessary, in order to support succession within the organisation.
- Provide strategic leadership to a multi-disciplinary communications and engagement team, setting clear objectives, KPIs and performance standards to drive high-quality, sustainable delivery across a complex and evolving portfolio.
- Maximise team capability through inclusive workforce planning, targeted professional development and coaching, ensuring the function is future-ready, resilient, and aligned to strategic priorities.
- Collaborate with Change, Technical Excellence, and Data Service teams to embed communications expertise into transformation programmes and operational delivery, enabling effective stakeholder engagement and the thoughtful evolution of services across the NHS Pensions landscape
- Deputise for the Pensions Director and other leadership roles, attending relevant leadership and board meetings where requiredCommunication and Insight
- Develop and lead the Pension organisations communications and marketing strategy to support overall NHSBSA objectives, branding, and stakeholder engagement.
- Use data, and all other relevant measures, to gather and share insight to inform and help shape the service and policy development.
- Advise senior leadership on communications, brand positioning, and reputation management.
- Set performance goals and KPIs for the communications and marketing functions, aligned with Pensions organisational priorities.
- Deliver webinars, briefings, and forums for stakeholders.
- Monitor stakeholder satisfaction and use feedback for improvements.
- Oversee strategic financial planning for stakeholder engagement and communications, ensuring alignment with NHSBSAs value and efficiency principles. Oversee resource allocation and budget management, ensuring effective use of funds and staff.Operational Support and Reporting
- Partner with operational leads to Ensure stakeholder insight is actively reflected in service delivery, driving continuous improvement and user centred outcomes. Provide strategic support in issue resolution, escalating risks and concerns appropriately to maintain service integrity and stakeholder confidence. Contribute to management and governance reporting, delivering clear, data-driven insights that inform executive decision-making and performance monitoring.
- Collaborate with the Change team to build awareness of future changes and service enhancements, ensuring communications and engagement activity supports readiness for digital transformation.
- Evaluate the impact and return on investment of engagement initiatives and campaigns, applying financial and performance metrics to inform future resource planning and prioritisation.Governance and Representation
- Represent NHS Pensions on national forums and working groups.
- Ensure engagement aligns with policies and values.
- Comply with NHSBSA governance and protocols.
Job description
Job responsibilities
Stakeholder Relationship Management
- Providing senior leadership in developing and managing strategic, high-impact relationships across the health and care system, including the Department of Health and Social Care, NHS Trusts, NHS employers, and the public.
- Act as a senior representative of the organisation, engaging directly with high-value or politically sensitive stakeholders to foster collaboration and drive alignment with strategic priorities.
- Lead inclusive and transparent engagement strategies, navigating complex stakeholder environments to enable and support transformational programmes and strategic objectives.
- Act as the primary point of contact between the NHS Pensions member services, wider operational teams and external stakeholders.
- Support the Director of NHS Pensions in maintaining a strong commissioning relationship with DHSC.
- Coordinate messaging, policy communication, and engagement with NHS Employers and other partners.
- Lead efforts for urgent communications and dispute resolution to manage sensitive stakeholder issues, particularly during high profile and sensitive discussions, to parliamentary level.
- Lead the development of data-driven engagement strategies, using stakeholder segmentation to tailor communications to improve service outcomes. Ensure communications are consistent, accurate, and aligned with organisational values.
- Engage in two-way communication and encourage dialogue and listen to members and stakeholder feedback.
- Identify and mitigate reputational risks by taking proactive steps to maintain trust and credibility.
- Lead the development of strategic narratives and crisis communication plans to safeguard the reputation of NHS Pensions during periods of scrutiny and improvements.
- Serve as a senior spokesperson for NHS Pensions alongside the Director of Pensions, representing the service in national media, DHSC meetings, parliamentary briefings, and public forumsLeadership and Team Management
- Develop and lead the execution of a comprehensive stakeholder engagement and communications strategy aligned with the organisations goals.
- Work closely and effectively with other leads to align stakeholder engagement during appropriate initiatives.
- Act as a trusted advisor to senior leadership, offering expert counsel on reputational risk, media strategy, and stakeholder impact.
- Provide inspirational leadership in a highly complex and politically sensitive environment, fostering resilience and adaptability across multidisciplinary Pensions teams.
- Champion the organisations and NHS Pensions mission, vision, and values across internal and external communications.
- Lead and develop the NHS Pensions stakeholder engagement and communications team with clear direction and performance expectations.
- Foster a culture of collaboration and professionalism.
- Recruit, train, and develop new and existing staff, fostering a culture of high performance, creativity, and continuous improvement.
- Equip staff with the skills and tools to engage effectively with NHS Trusts and other stakeholder groups.
- Champion talent development and succession planning to future-proof the communications and stakeholder engagement function to meet the longer term requirements of NHS Pensions in line with the current pensions strategy and in preparation for service transformation.
- As a senior leader within the NHSBSA, the post holder will be expected to have a tailored personal development plan, that will include deputising for the Director of Pensions when necessary, in order to support succession within the organisation.
- Provide strategic leadership to a multi-disciplinary communications and engagement team, setting clear objectives, KPIs and performance standards to drive high-quality, sustainable delivery across a complex and evolving portfolio.
- Maximise team capability through inclusive workforce planning, targeted professional development and coaching, ensuring the function is future-ready, resilient, and aligned to strategic priorities.
- Collaborate with Change, Technical Excellence, and Data Service teams to embed communications expertise into transformation programmes and operational delivery, enabling effective stakeholder engagement and the thoughtful evolution of services across the NHS Pensions landscape
- Deputise for the Pensions Director and other leadership roles, attending relevant leadership and board meetings where requiredCommunication and Insight
- Develop and lead the Pension organisations communications and marketing strategy to support overall NHSBSA objectives, branding, and stakeholder engagement.
- Use data, and all other relevant measures, to gather and share insight to inform and help shape the service and policy development.
- Advise senior leadership on communications, brand positioning, and reputation management.
- Set performance goals and KPIs for the communications and marketing functions, aligned with Pensions organisational priorities.
- Deliver webinars, briefings, and forums for stakeholders.
- Monitor stakeholder satisfaction and use feedback for improvements.
- Oversee strategic financial planning for stakeholder engagement and communications, ensuring alignment with NHSBSAs value and efficiency principles. Oversee resource allocation and budget management, ensuring effective use of funds and staff.Operational Support and Reporting
- Partner with operational leads to Ensure stakeholder insight is actively reflected in service delivery, driving continuous improvement and user centred outcomes. Provide strategic support in issue resolution, escalating risks and concerns appropriately to maintain service integrity and stakeholder confidence. Contribute to management and governance reporting, delivering clear, data-driven insights that inform executive decision-making and performance monitoring.
- Collaborate with the Change team to build awareness of future changes and service enhancements, ensuring communications and engagement activity supports readiness for digital transformation.
- Evaluate the impact and return on investment of engagement initiatives and campaigns, applying financial and performance metrics to inform future resource planning and prioritisation.Governance and Representation
- Represent NHS Pensions on national forums and working groups.
- Ensure engagement aligns with policies and values.
- Comply with NHSBSA governance and protocols.
Person Specification
Personal Qualities, Knowledge, Skills and Experience
Essential
- Knowledge of government communication guidelines, accessibility standards, and audience segmentation.
- Experience with issue tracking and escalation, including briefings for ministers or senior executives.
- Experience in managing budgets, procurement, and contracts for marketing, research, and consultancy services, ensuring value, compliance, and strategic stakeholder alignment
- Strong analytical skills, with experience using qualitative and quantitative data to inform decision-making, assess reputational risk, and measure engagement effectiveness
- Excellent written and verbal communication skills, with the ability to craft compelling narratives and influence at executive level
- Strong understanding of public sector governance, transparency, and accountability frameworks, including experience working under ministerial directions or legislative obligations.
- Understanding of freedom of information (FOI), public consultation legislation, and codes of conduct
- Extensive experience operating at Head of Service or equivalent senior level, with strategic leadership in communications, engagement, and reputation management.
- Proven experience in leading the design and delivery of engagement and communication strategies for services and campaigns, ensuring alignment with organisational purpose and strategic priorities
Desirable
- Strong understanding of public sector governance, particularly in relation to pensions administration and policy. Knowledge of pensions legislation, regulatory frameworks (e.g., The Pensions Regulator, LGPS, TPS), and the broader political and economic landscape impacting pensions.
- Experience of working at a senior level with large-scale pension schemes, including public sector pension schemes, large corporate pension funds, or multi-employer schemes.
- Familiarity with digital engagement platforms, analytics tools, and emerging technologies in communications.
Qualifications
Essential
- Educated to Degree level in a relevant field and/or equivalent experience
Desirable
- Master's degree in relevant field
- Additional qualifications or training in pensions administration, stakeholder management, or public sector leadership.
- Evidence of continuous professional development.
Personal Qualities, Knowledge, Skills and Experience
Essential
- Extensive experience in a senior leadership role developing and leading integrated inclusive, multi-channel communication and engagement strategies aligned with public sector goals, policy frameworks, and service delivery outcomes. Extensive experience engaging with a broad range of stakeholders, including pension scheme members, trustees, governmental and regulatory bodies, and external service providers.
- Demonstrated success in managing media relations, responding to inquiries, and preparing senior spokespeople for interviews and public appearances.
- Ability to influence executive decision-making and contribute to organisational strategy at the senior leadership level.
- Extensive leadership experience in developing and delivering multi-channel marketing campaigns, including social media, digital content, and traditional media, to promote public programs or behavioral change initiatives.
- Experience designing and delivering internal communication strategies to support organisational culture, staff engagement, or change initiatives.
- Proven ability to anticipate, assess, and manage risks related to public perception, media attention, or stakeholder dissatisfaction.
- Experience in leading and developing high performing multidisciplinary teams including communication officers, engagement specialists, and designers fostering a culture of collaboration, innovation and accountability.
- Demonstrated ability to manage reputational issues, lead crisis communications, and respond to complex stakeholder concerns with sound judgement. Familiarity with evaluation frameworks for communication effectiveness and stakeholder satisfaction.
- Demonstrated success in leading and empowering high-performing teams under pressure, fostering collaboration and resilience in fast-paced, high-scrutiny environments
Personal Qualities, Knowledge, Skills and Experience
Essential
- Skilled in influencing and negotiating with executive teams, boards and senior stakeholders on complex communication strategies and engagement decisions
- Significant experience driving cultural and organisational change through targeted communications and stakeholder engagement
Person Specification
Personal Qualities, Knowledge, Skills and Experience
Essential
- Knowledge of government communication guidelines, accessibility standards, and audience segmentation.
- Experience with issue tracking and escalation, including briefings for ministers or senior executives.
- Experience in managing budgets, procurement, and contracts for marketing, research, and consultancy services, ensuring value, compliance, and strategic stakeholder alignment
- Strong analytical skills, with experience using qualitative and quantitative data to inform decision-making, assess reputational risk, and measure engagement effectiveness
- Excellent written and verbal communication skills, with the ability to craft compelling narratives and influence at executive level
- Strong understanding of public sector governance, transparency, and accountability frameworks, including experience working under ministerial directions or legislative obligations.
- Understanding of freedom of information (FOI), public consultation legislation, and codes of conduct
- Extensive experience operating at Head of Service or equivalent senior level, with strategic leadership in communications, engagement, and reputation management.
- Proven experience in leading the design and delivery of engagement and communication strategies for services and campaigns, ensuring alignment with organisational purpose and strategic priorities
Desirable
- Strong understanding of public sector governance, particularly in relation to pensions administration and policy. Knowledge of pensions legislation, regulatory frameworks (e.g., The Pensions Regulator, LGPS, TPS), and the broader political and economic landscape impacting pensions.
- Experience of working at a senior level with large-scale pension schemes, including public sector pension schemes, large corporate pension funds, or multi-employer schemes.
- Familiarity with digital engagement platforms, analytics tools, and emerging technologies in communications.
Qualifications
Essential
- Educated to Degree level in a relevant field and/or equivalent experience
Desirable
- Master's degree in relevant field
- Additional qualifications or training in pensions administration, stakeholder management, or public sector leadership.
- Evidence of continuous professional development.
Personal Qualities, Knowledge, Skills and Experience
Essential
- Extensive experience in a senior leadership role developing and leading integrated inclusive, multi-channel communication and engagement strategies aligned with public sector goals, policy frameworks, and service delivery outcomes. Extensive experience engaging with a broad range of stakeholders, including pension scheme members, trustees, governmental and regulatory bodies, and external service providers.
- Demonstrated success in managing media relations, responding to inquiries, and preparing senior spokespeople for interviews and public appearances.
- Ability to influence executive decision-making and contribute to organisational strategy at the senior leadership level.
- Extensive leadership experience in developing and delivering multi-channel marketing campaigns, including social media, digital content, and traditional media, to promote public programs or behavioral change initiatives.
- Experience designing and delivering internal communication strategies to support organisational culture, staff engagement, or change initiatives.
- Proven ability to anticipate, assess, and manage risks related to public perception, media attention, or stakeholder dissatisfaction.
- Experience in leading and developing high performing multidisciplinary teams including communication officers, engagement specialists, and designers fostering a culture of collaboration, innovation and accountability.
- Demonstrated ability to manage reputational issues, lead crisis communications, and respond to complex stakeholder concerns with sound judgement. Familiarity with evaluation frameworks for communication effectiveness and stakeholder satisfaction.
- Demonstrated success in leading and empowering high-performing teams under pressure, fostering collaboration and resilience in fast-paced, high-scrutiny environments
Personal Qualities, Knowledge, Skills and Experience
Essential
- Skilled in influencing and negotiating with executive teams, boards and senior stakeholders on complex communication strategies and engagement decisions
- Significant experience driving cultural and organisational change through targeted communications and stakeholder engagement
