Customer Communications Manager

England, UK (Hybrid)

£55K/yr – £60K/yrSenior LevelFull time

Posted 5 months ago

Job Summary

Lead servicing communications for a large utility to inform customers and support business goals.

  • Own the servicing communications strategy to inform customers and drive outcomes.
  • Must-have: Experience delivering comms plans in a busy, regulated industry.
  • Standout: Leadership of a team delivering measurable, insight-led communications.

Job Description

Lead the servicing communications strategy to inform customers and support Southern Water’s business goals.

  • Own the servicing communications strategy to inform customers and drive outcomes.
  • Must-have: Experience delivering comms plans in a busy, regulated industry.
  • Standout: Leadership of a team delivering measurable, insight-led communications.

Responsibilities

  • Own the development and delivery of a measurable, insight-led, servicing communications strategy and plan - ensuring it supports overall business objectives, enhances Southern Water’s reputation, and meets customer and business needs.
  • Turn complex information into clear and engaging servicing communications that inform customers, drive the desired outcomes and strengthen brand reputation.
  • Collaborate with internal teams and external partners to create clear, timely, and effective communications at pace, to support and enhance operational processes, helping customers understand what’s happening, and what action they need to take.
  • Manage and mentor the Customer Communications Lead, providing direction and supporting them to deliver customer centric servicing communications.

Requirements

  • Experience working in a comms role within a busy operational, highly regulated industry.
  • Proven ability in communication strategy, planning and delivery across email, letter and SMS.
  • Extensive hands-on experience in creating and executing customer communication plans, with a strong focus on tracking performance, evaluating impact, and continuous optimisation.
  • Demonstrated experience in leading, managing and motivating a team to deliver communication objectives on time and to a high standard.
  • Outstanding verbal and written communication skills and an exceptional eye for detail.
  • Proven experience in turning research and behavioural insight into actionable communication opportunities.
  • Capable of managing multiple priorities and tight deadlines with resilience and flexibility.
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Southern Water

We are one of the largest water and wastewater companies in the South East of England and thrive on the passion and hard work of more than 2,000 employees. Together we supply 532 million litres of drinking water every day to more than two million customers and treat and recycle 717 million litres of wastewater for more than four million customers in Kent, Sussex, Hampshire and the Isle of Wight.Water is essential to every aspect of our lives and we're proud to be at the heart of managing water and wastewater services. We drink it, cook with it and use it to clean. Our water supply faces big challenges - the population of the South East is growing fast, and climate change is bringing greater risk of droughts and more extreme weather. It’s a future of more people needing water and wastewater services, with less water to go around.So, together with our customers and communities, we aim to provide a sustainable, high-quality water and wastewater service that helps us create a resilient future for water in the South East. Find out more about us:Website: www.southernwater.co.ukFacebook: www.facebook.com/SouthernWaterTwitter: @SouthernWaterInstagram: @southernwatermedia We use market research tools to improve our service. For more info, visit: https://www.southernwater.co.uk/our-customers/privacy

Founded in 1989
Worthing, England, GBR
2.7K employees (100 in marketing)

Salaries

Posted range

£55K/yr – £60K/yr

Taken straight from the job posting.

See all Southern Water salaries
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Customer Communications Manager

Southern Water · England, UK · Hybrid