Incident Communications Specialist

Thames Water Utilities Limited; Reading; On-site; GBP 45,000 - 55,000; Full time

Job summary

Join Thames Water as an Incident Communications Specialist, a key role in delivering high-quality external communications during incidents. You will lead stakeholder coordination and ensure consistent messaging, playing a vital part in maintaining customer relations. Competitive salary and benefits are provided.

Benefits

26 days holiday, increasing to 30 with service

Contributory pension scheme

Personal medical assessments

Wider benefits scheme

Qualifications

• Experience in external communications at a technical organization.
• Ability to translate complex information into understandable language.
• Confident communication with senior stakeholders.

Responsibilities

• Identify real-time external communication needs during incidents.
• Write and deliver consistent external customer communications.
• Lead aftercare coordination and continuous communication improvement.

Skills

Crisis Communications

Customer-first communication

Complex information simplification

Team leadership in high-pressure environments

Stakeholder engagement

Job description

Job title Incident Communications Specialist Ref 38914 Division Strategy & External Affairs Location Reading - Kemble Court - RG2 6AD Contract type Permanent Full/Part-time Full-time Salary Offering between £45,000 - £55,000 per annum depending on experience Job grade B Closing date 21/07/2025

We have a high-priority, high-profile requirement foran Incident Communications Specialist who will play 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.

You will work and collaborate 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 any disruption.

What you’ll be doing as an Incident Communications Specialist:

Identification of real-time external communication needs - Understand and assess the external communication requirements arising from emerging and real-time issues.

Customer Communication Delivery - Write and deliver consistent external customer communications content to a high standard.

Non-Household Communications - Ensure New appointments & variations and Non-Household Communications locations are engaged and kept informed during real-time issues.

Information management - Maintain a storyboard for all incidents and ensure an accessible repository is held and maintained.

Incident Leadership - Lead and coordinate stakeholders, and press office resources, acting as Public Information Office Control Tower during daytime working hours. (0600-2200)

Aftercare - Lead and coordinate the Aftercare Cell, ensuring customer resolution of issues post-incident.

Continuous Improvement - Develop improvements to real-time external communications processes.

Professional Standards & Development - Closely integrate as part of the pan-TW professional communications community, actively working to ensure real-time external communications are aligned to required standards, and driving continuous personal development.

Base Location: This is an office-based role - Kemble Court, Reading.

Working Pattern: Full Time/36 Hours on a 16-week rotating shift pattern (early/late) Monday – Sunday (06:00 – 14:45 / 13:15 – 22:00)

What you should bring to the role:

Essential to the role:

• 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 in a high-pressure environment.
• Ability to write clearly and concisely.
• Sound judgment on when to send external communications.
• Skilled in leading a team in a high-pressure environment.
• 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 from £45,000 to £55,000 per annum, depending on experience.
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service. (Plus bank holidays)
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
• Personal Medical Assessments – Open to all once a year.
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

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.

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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, 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.

Our overarching aim is to ensure that Thames Water is great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process . Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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.