Customer Communications Manager

Pertemps; Old Warren; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A leading water utility company in England is seeking a Customer Communications Manager to drive communication excellence and enhance customer journeys. This hybrid role involves managing diverse communication projects and ensuring consistent messaging across channels. Ideal candidates are creative problem solvers with strong organizational skills and customer journey mapping experience. A competitive salary of £50,000 and various benefits are offered.

Benefits

Competitive salary

26 days holiday, increasing to 30

Annual health MOTs

Access to physiotherapy

Cycle to Work schemes

Life assurance

Qualifications

• Proven track record of delivering end-to-end communication projects.
• Experience in managing customer journey mapping effectively.
• Strong organizational and time-management skills in a fast-paced environment.

Responsibilities

• Execute customer communication projects across multiple channels.
• Develop and maintain a unified tone across all communication touchpoints.
• Translate complex concepts into clear messages tailored to diverse audiences.
• Measure communication effectiveness and provide actionable insights.
• Oversee regulatory commitments ensuring compliance and excellence.
• Build strong relationships across the organisation.
• Manage workload focusing on compliance and customer impact.

Skills

Creative problem-solving

Customer journey mapping

Organizational skills

Strategic understanding of branding

Presentation skills

Adaptability in communication styles

Influencing skills

Collaborative mindset

Job description

Customer Communications Manager

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 – 18 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 touch points.

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 optimise 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 organisation, 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

To thrive in this role, the essential criteria you’ll need are:

• 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 organisational 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 behaviour 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.

Base Location: Reading – Clearwater Court – RG1 8DB

Hours: 36 hours per week, Monday to Friday

What’s in it for you

• Competitive salary of £50,000 per annum.
• 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 you 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. Find out more about our benefits and perks.
• Performance‑related pay plan directly linked to company performance measures and targets.

Find out more about our benefits and perks

Who are we

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.

Working at Thames Wate

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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 meaningful career opportunities, flexible working arrangements and excellent benefits.

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.

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

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

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 and meet colleagues.

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.