Incident Comms Specialist

Thames Water; Reading; Presencial; GBP 54 000 - 66 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

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

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

External communications

Crisis communications

Stakeholder management

Press office coordination

Team leadership

Clear writing

Real-time communications

Descrição da oferta de emprego

The External Communications Specialist is a critical role at the forefront of ensuring all aspects of external communications are delivered to a high standard during and after incidents. It is also a key role in promoting the coordination of aftercare services and follow up communications post incidents.

The role works with a range of teams across our Water, Waste & Bio, Renewal & Logistics, and Operations Service & Control Centre functions to ensure customers are communicated with during and after disruption.

What you’ll be doing as an Incident Comms Specialist

• 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

Working pattern - 36hr/week 16 week rotating early / late shifts

Mon-Fri (0700-1500) or (1300-2100)

Weekend shifts (1-in-4) 0800-1600 and 1600-2100 (OOH)

This is a fixed term contract/secondment for 10-12 months

What you should bring to the role

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

• Experience of working in external communications at a fast-moving, highly technical organisation
• Can demonstrate an ability to take complex information from multiple sources and turn it into easily understandable language
• A customer-first approach to communication
• Confident in working with senior internal and external stakeholders
• Skilled in leading a team during in a high-pressured environment
• Ability to write clearly and concisely
• Sound judgement on when to send external communications
• Skilled in leading a team during in a high-pressured environment

Extra qualities that would be a great fit for our team:

• Worked in Crisis Communications
• An understanding of the water industry
• Knowledge of both national and local government
• An interest in current affairs and understanding of how the news media operates

What’s in it for you?

• Competitive salary of up to £60,000 per annum
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
• Performance-related pay plan directly linked to company performance measures and targets
• Generous Pension Scheme through AON
• 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 (Please note different T&Cs apply if on secondment)

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.

Learn more about our purpose and values

Working at Thames Water

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.

Proud member of the Disability Confident employer scheme

Incident Comms Specialist

Company: Thames Water Salary: £60,000 to £60,000 a year Hours: Full-time Location: Reading, RG2 6AD Job type: Permanent Posting date: 5 Nov 2026 Closing date: 18 Nov 2026