Crisis Communications Lead – Incident & Aftercare

Thames Water Ltd; Reading; On-site; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Competitive salary up to £60,000 p.a.

26 days holiday rising to 30 + bank ho

Performance-related pay

Generous Pension Scheme

Wellbeing benefits and cycles to work

Job summary

Thames Water is seeking an Incident Communications Specialist in Reading to manage external communications during incidents and aftercare. You will coordinate with water, waste, renewal, logistics and operations teams to keep customers informed in real time and post-incident follow-ups.

The role demands turning complex information into clear customer messages, leading a small team during high-pressure situations and ensuring alignment with internal standards.

Qualifications

• Experience of working in external communications at a fast-moving, highly technical organisation.
• Ability to translate complex information into easily understandable language.
• Customer-first approach to communication.
• Confident in working with senior internal and external stakeholders.
• Skilled in leading a team in a high-pressured environment.
• Ability to write clearly and concisely.
• Sound judgement on when to send external communications.

Responsibilities

• Understand and assess the external communication requirements arising from emerging and real-time issues.
• Write and deliver consistent external customer communications content to a high standard (incl. L0-L4 incidents).
• Ensure NAV and NHH locations are engaged and kept informed during real-time issues.
• Maintain a storyboard for all incidents (L0-L4) and ensure accessible repository is held and maintained.
• Lead and coordinate stakeholder, and press office resource, acting as Public Information Office Control Tower during daytime working hours (0600-2200).
• Lead and coordinate Aftercare Cell, ensuring customer resolution of issues post incident.
• Develop improvements to real-time external communications processes.
• Closely integrate as part of pan-TW professional communications community, actively working to ensure real-time external communications are aligned to required standards, and driving continuous personal development.

Skills

External communications

Crisis communications

Stakeholder management

Press office coordination

Team leadership

Clear writing

Real-time communications

Job description

Thames Water is seeking an Incident Communications Specialist in Reading to manage external communications during incidents and aftercare. You will coordinate with water, waste, renewal, logistics and operations teams to keep customers informed in real time and post-incident follow-ups.

The role demands turning complex information into clear customer messages, leading a small team during high-pressure situations and ensuring alignment with internal standards.