Customer Communications Manager
At South West Water, we’re committed to keeping our customers informed, supported, and confident in the services we deliver every day. We’re looking for an experienced and driven Customer Communications Manager based out of our Exeter HQ to lead the way in shaping how we connect with our customers when it matters most.
This role supports communications across our wider group brands, including Pennon, Bristol Water, SES Water and Bournemouth Water.
About the Role
As Customer Communications Manager, you’ll be responsible for leading the development and delivery of clear, timely, and effective communications across all customer channels. From everyday service updates to critical incident response, you’ll ensure our messaging is consistent, accessible, and aligned with regulatory standards and our brand values.
You’ll work closely with colleagues across communications, operations, customer service, and external partners, while also line managing.
This is a high‑impact role where your work will directly influence customer experience, trust and satisfaction.
Key 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
What We’re Looking For
- 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
About you
- Approximately 5 years’ relevant experience, either in a similar role or demonstrating transferable skills
- Experience working in a regulated environment (ideally water, utilities, or public sector)
- Experience engaging vulnerable or hard‑to‑reach audiences is advantageous
What’s in it for you?
At South West Water, our people are central to our success. You’ll benefit from ongoing training, development, and genuine career progression opportunities within one of the South West’s largest employers. We’re proud to be an Investors in People organisation and a company with a strong commitment to environmental responsibility.
- Competitive Salary – Based on experience and skills
- Annual Bonus Scheme – Recognising company performance
- Pension Scheme – Helping you plan for your future
- Healthcare Benefits – Access to employee assistance programs
- Employee Discounts – On various products and services
- Annual Leave – Take time to recharge with our holiday entitlement
Closing Date: 8th July 2026
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
