Senior Customer Communications Manager | Multi-Channel

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

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,