Customer Communications Manager

South West Water; Exeter; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Competitive Salary

Annual Bonus Scheme

Pension Scheme

Healthcare Benefits

Employee Discounts

Annual Leave

Job summary

South West Water is seeking a Customer Communications Manager to lead clear, timely communications across customer channels, including incident updates and regulatory reporting. You’ll work with colleagues across communications, operations, customer service and external partners, line-manage the team, and focus on improving customer experience and trust in challenging situations.

The role can be based at either the Bristol or Exeter HQ, with responsibilities spanning engagement campaigns,

Qualifications

• 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.

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.

Skills

Communication skills

Clarity in writing

Planning & PM

Decision making

Data-driven

Customer journeys

Budget management

Job description

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.

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 either Bristol HQ or 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.

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 programsEmployee Discounts – On various products and services
• Annual Leave – Take time to recharge with our holiday entitlement

Closing Date: 11th September 2026

We may close this vacancy early if we receive a high volume of applications.

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.