Customer Communications Manager

Job title: Customer Communications Manager

Ref: 39264

Division: Retail

Location: Reading - Clearwater Court - RG1 8DB

Contract type: Fixed term/Secondment

Full/Part-time: Full-time

Hours: 36 hours per week

Salary: Offering between £41,500 - £50,000 per annum depending on skills and experience

Job grade: B

Closing date: 05/03/2025

Are you ready to shape the way we communicate with our customers and drive transformative change?

Thames Water is seeking a Customer Communications Manager to join our Customer Contact Experience Team on a 12-month fixed-term contract. This exciting role offers a hybrid working arrangement, predominantly remote, providing flexibility while working on impactful projects.

What you will be doing as the Customer Communications Manager:

You will play a pivotal role in our Product and Change Management function, collaborating across diverse teams to design and deliver customer-centric communications. You will lead initiatives to enhance our communication channels-including letters, emails, and text messages-to improve customer journeys and achieve strategic business goals. You will be responsible for mapping customer journeys, identifying pain points, and ensuring consistent messaging across all touchpoints.

Duties to include but not limited to:

• End-to-End Management: Execute customer communication projects across multiple channels, ensuring alignment with customer insights and desired outcomes.
• Consistency in Messaging: Develop and maintain a unified tone and approach across all communication touchpoints, working with key stakeholders to uphold our brand.
• Simplifying Complexity: Translate complex concepts into clear, concise messages tailored to a wide range of audiences.
• Performance Management: Measure communication effectiveness and provide actionable insights to drive improvements and optimize results.
• Strategic Programme Leadership: Own and oversee regulatory commitments (e.g., PR24), incident communications, and turnaround activities, ensuring compliance and excellence.
• Stakeholder Collaboration: Build strong relationships across the organization, including engaging with end-users and senior stakeholders to ensure alignment and effective execution.
• Proactive Prioritisation: Manage workload by focusing on compliance, customer impact, and operational efficiency while providing transparent updates on deliverables.

What you should bring to the role:

• Be a creative problem-solver with a proven track record of delivering end-to-end communication projects.
• Have strong customer journey mapping experience.
• Have strong organizational and time management skills to meet deadlines in a fast-paced environment.
• Strategic understanding of branding, customer communications, and customer experience (CX).
• Confidence in leading stakeholder workshops and presenting at all levels.
• Flexibility to adapt communication styles for diverse audiences, from technical developers to senior leaders.
• Expertise in influencing customer behavior through well-crafted communication strategies.
• A collaborative mindset and ability to work effectively in cross-functional teams.
• Whilst not essential, knowledge of copy and design processes is a plus.

What's in it for you?

• Competitive salary - Offering a starting salary of £41,500 - £50,000 per annum depending on skills and experience.
• Annual leave: 26 days holiday per year increasing to 30 with the length of service (plus bank holidays).
• Access to lots of benefits to help you take care of your and your family's health and wellbeing, and your finances - from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers, and life assurance.

We're the UK's largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It's a big job and we've got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you'll enjoy fast-tracked career opportunities, flexible working arrangements, and excellent benefits.

Whether you're interested in a role in one of our call centres or science labs, we're looking for people like you with real passion and a burning desire to make things better.

So, if you're looking for a sustainable and successful career where you can make a daily difference to millions of people's lives while helping to protect the world of water for future generations, we'll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

The real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is a great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. We aim to remove any real or perceived barriers to success, so if you need assistance, we're here to help and support you.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you'll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It's also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.