Community & Campaigns Lead (Comms) in Cardiff

Reporting to the Senior Community & Campaigns Manager, the Community and Campaigns Lead plays a key role in planning and delivering insight-led communications campaigns that enhance Welsh Water's reputation, visibility and customer understanding. The role supports engagement with customers, communities and stakeholders, helping to build trust and strengthen relationships across the regions we serve. Acting as a trusted communications adviser, you will work closely with operational teams and stakeholders to provide expert guidance on communications planning and reputational matters. You will represent Welsh Water across community and regional settings and help deliver impactful campaigns across paid, owned, earned and shared channels.

Key Responsibilities

• Work in partnership with the Senior Community & Campaigns Manager to develop and deliver long-term communications plans, frameworks and approaches across the regions.
• Lead the delivery of insight-led campaigns that enhance Welsh Water's reputation, visibility and customer engagement.
• Build and maintain positive relationships with community groups, stakeholders, operational teams and capital partners.
• Represent Welsh Water professionally within local communities and provide communications advice and support on reputational matters.
• Plan and deliver end-to-end regional and community campaigns, including setting objectives, developing strategies, implementing activity and evaluating outcomes.
• Use audience insight and data to develop effective messaging, content and channel strategies.
• Create engaging multimedia content for a range of platforms and audiences, ensuring content is aligned to brand standards and communication objectives.
• Ensure campaigns tell a compelling and consistent story that increases awareness of Welsh Water, promotes customer understanding and education, and builds trust through clear, accessible and inclusive communications.
• Contribute to the social media content calendar, working closely with colleagues across Digital, Social Media and Campaigns teams to showcase regional stories, investment programmes and initiatives that inform and engage customers.
• Collaborate with colleagues across Communications, including Brand, PR, Digital, Internal Communications, Events and agency partners, to deliver integrated communications activity.
• Support campaign measurement, reporting and evaluation, providing insights and recommendations to improve future activity.
• Maintain accurate performance dashboards and prepare reports for senior stakeholders.
• Manage budgets, procurement requirements and external supplier relationships, ensuring value for money and effective delivery of communications activity.
• Provide communications support as part of the out-of-hours rota and during operational incidents when required.

About you

Do you have experience working in a communications or stakeholder engagement environment? Are you passionate about delivering clear, engaging communications that support customers and communities? Please note: all qualifications, experience, knowledge and skills listed below are essential requirements for this role and will be assessed as part of the selection process:

You'll need

• Experience working within a communications, engagement or stakeholder-facing role.
• A full UK driving licence and access to a vehicle, as travel to sites and events across Wales will be required.
• The ability to build positive relationships and communicate effectively with a range of audiences.

Qualifications

• Educated to degree level, or equivalent experience gained in a communications or related specialist role.

Experience

• Experience working in a communications environment within a customer-focused organisation.
• Proven experience of developing, managing and delivering communication campaigns.
• Experience measuring and evaluating the effectiveness and impact of communication activities.
• Good understanding of digital communications, marketing and social media channels, and how they can be used to engage audiences.
• Experience building effective relationships with stakeholders and colleagues to develop strategic communication plans.
• Strong content creation and copywriting skills, with the ability to communicate complex information in a clear and engaging way.
• Experience using digital, design, video and social media tools to create and manage content.
• Understanding of budget management and financial processes within a large organisation.

Knowledge & Skills

• Ability to contribute to the development and delivery of long-term communications strategies and business objectives.
• Understanding of campaign management, customer and community engagement, and behavioural change principles.
• Excellent relationship-building and communication skills, with the ability to work collaboratively across the organisation.
• Ability to influence, engage and support others through change.
• Excellent written and verbal communication skills in English, with the ability to support Welsh language translation and proofing processes.
• Ability to tailor communications to different audiences, communities and local contexts.
• Strong project management and organisational skills, including experience of delivering change initiatives.
• Confident presenter with the ability to communicate effectively with a range of audiences.
• Ability to use data and insight to measure performance, evaluate outcomes and demonstrate impact.
• Ability to manage multiple priorities and deadlines effectively.
• Proficient in using communication and engagement systems, such as websites, social media platforms, campaign management tools and media monitoring systems.

Good to know

This role requires regular travel between Welsh Water operational sites and occasional travel across South East Wales and Herefordshire to support community engagement, stakeholder activity and corporate events. From time to time, you may also be required to transport equipment and materials to event locations.

Working Pattern & Flexibility

This is a 12-month fixed-term contract, running until August 2027, offering a hybrid approach to working, combining home working, office-based collaboration and visits to operational and project sites. Minimum of two days per week based in the office. The role includes occasional participation in the Press Office out-of-hours rota. A standby allowance is payable whilst on call. We recognise the importance of work-life balance and offer flexibility where possible. Alternative start and finish times may be considered and agreed in line with business and operational requirements.

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes (your salary will always stay the same, but depending on the performance of the company you could receive a yearly bonus)
• Enhanced employer pension contributions – Up to 11% employer contributions
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Reduction on gym memberships and high street shopping
• Cycle to work scheme
• Car-leasing scheme
• An employee assistance programme for employees and their immediate family

We want every individual to feel confident, proud and able to bring their whole selves to work. To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.