Customer Communications Manager

About the role

Powered by Water, Driven by Purpose South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK's most stunning landscapes. We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we're working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife. Whether you're starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career. Ready to make a splash? Join our team today. Customer Communications Manager At South West Water, we're committed to keeping our customers informed, supported, and confident in the services we deliver every day. We're looking for an experienced and driven Customer Communications Manager based out of our Exeter HQ to lead the way in shaping how we connect with our customers when it matters most. This role supports communications across our wider group brands, including Pennon, Bristol Water, SES Water and Bournemouth Water. About the Role As Customer Communications Manager, you'll be responsible for leading the development and delivery of clear, timely, and effective communications across all customer channels. From everyday service updates to critical incident response, you'll ensure our messaging is consistent, accessible, and aligned with regulatory standards and our brand values. You'll work closely with colleagues across communications, operations, customer service, and external partners, while also line managing. This is a high-impact role where your work will directly influence customer experience, trust and satisfaction. Key Responsibilities Develop and deliver a customer communications strategy aligned with business goals Oversee tone, clarity, accuracy, and compliance of all customer communications Lead communications during incidents and provide real-time multi-channel updates Support incident management, including standby responsibilities Deliver engagement campaigns and collaborate with internal/external partners Monitor performance and use insights to improve customer experience Support vulnerable customers and regulatory reporting (e.g. Ofwat, CCW) Represent customer communications in cross-functional forums What We're Looking For Strong written and verbal communication skills Ability to simplify complex information for customers Excellent planning, prioritisation, and project management skills Calm decision-making under pressure Data-driven approach to improving customer outcomes Experience in customer journeys and multi-channel communications Budget and line management experience About you Approximately 5 years' relevant experience, either in a similar role or demonstrating transferable skills Experience working in a regulated environment (ideally water, utilities, or public sector) Experience engaging vulnerable or hard-to-reach audiences is advantageous What's in it for you? At South West Water, our people are central to our success. You'll benefit from ongoing training, development, and genuine career progression opportunities within one of the South West's largest employers. We're proud to be an Investors in People organisation and a company with a strong commitment to environmental responsibility. Ready to make a difference? Join us as our Customer Communications Manager a nd help create a workplace where people thrive. We believe in rewarding our people for their hard work and dedication. As our Customer Communications Manager, you'll enjoy: Competitive Salary - Based on experience and skills Annual Bonus Scheme - Recognising company performance Pension Scheme - Helping you plan for your future Healthcare Benefits - Access to employee assistance programs Employee Discounts - On various products and services Annual Leave - Take time to recharge with our holiday entitlement Closing Date: 8th July 2026 We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible. Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process. Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness. Our core values, which are essential to our success, are: Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on. Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way. Be the Future - Embrace change. Drive Progress. Own the challenge.

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