Job Description Powered by Water, Driven by Purpose South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes. We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife. 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 either Bristol HQ or 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. 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. 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 Monitor performance and use insights to improve customer experience Support vulnerable customers and regulatory reporting (e.g. Represent customer communications in cross-functional forums Strong written and verbal communication skills Excellent planning, prioritisation, and project management skills Data-driven approach to improving customer outcomes Experience in customer journeys and multi-channel communications Budget and line management experience Experience working in a regulated environment (ideally water, utilities, or public sector) 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. Join us as our Customer Communications Managerand help create a workplace where people thrive. As our Customer Communications Manager, you'll enjoy: 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 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. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities.
Locations
Customer and Communications Manager in Devon, Exeter employer: South West Water
At South West Water, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises employee health and wellbeing. With a commitment to sustainability and community engagement, our Occupational Health and Wellbeing Lead will have the unique opportunity to shape impactful programmes while enjoying generous benefits, including 30 days of annual leave. Join us in making a meaningful difference in the lives of our employees and the environment.
