Field-Driven Community Engagement Lead

Southern Water; Worthing; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Company and performance-related bonus

Generous pension

Life assurance payment four times your

annual salary

Health benefits through a Cash Plan

Two paid community volunteering days a

year

28 days annual holiday

Occupational health service

Retail discount app

Maternity leave and flexible return to

Job summary

Southern Water is seeking a Customer Engagement Lead to coordinate and deliver outreach across Hampshire and the Isle of Wight. The role involves being a visible link between project teams, delivery partners and communities, keeping people informed, and safeguarding the company’s reputation through clear communications.

You will travel regularly, work on-site, and support engagement across Capital and Major Projects with a focus on reducing complaints and ensuring customer satisfaction.

Qualifications

• Proven experience in customer management, community engagement, communications or another public-facing role (e.g teaching or coaching)
• Excellent written and verbal communication skills with ability to adapt approach for different audiences
• A customer-first attitude and ability to build rapport quickly

Responsibilities

• Lead development and delivery of project-specific customer and community engagement plans for Capital and Major Projects
• Act as a named contact for customers and communities with proactive updates
• Visit project sites to assess local impact and build trust
• Reduce complaints and improve overall customer experience with project teams
• Address concerns with empathy and confidence and manage challenging conversations
• Advise on best communication channels for different audiences
• Create clear communications including letters and project updates
• Engage with stakeholders, community groups and local organisations
• Ensure engagement meets regulatory standards and maintains records and reporting

Skills

Customer management

Community engagement

Communications

Public-facing role

Driving licence

Job description

Southern Water is seeking a Customer Engagement Lead to coordinate and deliver outreach across Hampshire and the Isle of Wight. The role involves being a visible link between project teams, delivery partners and communities, keeping people informed, and safeguarding the company’s reputation through clear communications.

You will travel regularly, work on-site, and support engagement across Capital and Major Projects with a focus on reducing complaints and ensuring customer satisfaction.