Crisis Communications Specialist – Incident Response

Pertemps Thames Water; Greater London; On-site; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Annual leave 26-30 days

Pension scheme

Performance bonus

Health & wellbeing benefits

Training & development

Job summary

Pertemps Thames Water is seeking an Incident Comms Specialist based in Reading to lead external communications during real-time incidents. The role focuses on delivering clear customer messages across L0-L4 incidents, coordinating NAV/NHH location updates, and serving as the Public Information Office Control Tower during daytime hours.

The position requires robust written communication, sound judgment under pressure, and the ability to coordinate across Water, Waste & Bio, Renewal & Logistics,

Qualifications

• Experience in external communications within a fast-moving, technical organisation.
• Ability to translate complex information into clear, accessible language.
• Customer-first approach to communication and liaison with senior stakeholders.
• Proven ability to lead under pressure and coordinate teams.

Responsibilities

• Understand and assess external communication requirements arising from emerging and real-time issues.
• Write and deliver external customer communications content to a high standard (L0-L4).
• Ensure NAV and NHH locations are engaged and informed during real-time issues.
• Maintain a storyboard for all incidents and ensure accessible repository is held and maintained.
• Lead and coordinate stakeholder and press office resources 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.
• Work with pan-TW professional communications to align standards.

Skills

External communications

Stakeholder liaison

Crisis communications

Clear writing

Pressure management

Job description

Pertemps Thames Water is seeking an Incident Comms Specialist based in Reading to lead external communications during real-time incidents. The role focuses on delivering clear customer messages across L0-L4 incidents, coordinating NAV/NHH location updates, and serving as the Public Information Office Control Tower during daytime hours.

The position requires robust written communication, sound judgment under pressure, and the ability to coordinate across Water, Waste & Bio, Renewal & Logistics,