Customer Communications Manager

Location: Worthing, West Sussex (Hybrid, 2 days per week)

Contract Type: Permanent

Hours: 37, Monday to Friday

Salary: circa £55-60,000, depending on skills and experience

There has never been a more important time to join Southern Water. As we move through 2025-2030 we are delivering one of the most ambitious capital investment programmes in the industry, focused on improving environmental performance, service resilience and long‑term affordability for customers.

About The Role

As Customer Communications Manager, you’ll lead with purpose and clarity, ensuring our customers remain at the heart of every message. You’ll play a vital role in shaping exceptional customer communications and experiences and help drive business objectives as Southern Water continues its transformation journey. Reporting to the Head of Customer Experience, you’ll manage the Customer Communications Lead and own the development of our servicing communications strategy.

What You’ll Be Responsible For

• Own the development and delivery of a measurable, insight‑led, servicing communications strategy and plan - ensuring it supports overall business objectives, enhances Southern Water’s reputation, and meets customer and business needs.
• Turn complex information into clear and engaging servicing communications that inform customers, drive the desired outcomes and strengthen brand reputation.
• Collaborate with internal teams and external partners to create clear, timely, and effective communications at pace, to support and enhance operational processes, helping customers understand what’s happening, and what action they need to take.
• Manage and mentor the Customer Communications Lead, providing direction and supporting them to deliver customer centric servicing communications.

What You’ll Bring To The Role

• Experience working in a comms role within a busy operational, highly regulated industry.
• Proven ability in communication strategy, planning and delivery across email, letter and SMS.
• Extensive hands‑on experience in creating and executing customer communication plans, with a strong focus on tracking performance, evaluating impact, and continuous optimisation.
• Demonstrated experience in leading, managing and motivating a team to deliver communication objectives on time and to a high standard.
• Outstanding verbal and written communication skills and an exceptional eye for detail.
• Proven experience in turning research and behavioural insight into actionable communication opportunities.
• Capable of managing multiple priorities and tight deadlines with resilience and flexibility.

Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed. You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long‑term value creation.

Our Commitment to Diversity

We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.

At Southern Water, we believe diverse perspectives drive innovation. If you’re passionate about making a positive impact and think you can bring value to our team, we’d love to hear from you—even if you don’t tick every box. Your unique skills and experiences could be exactly what we need.

Additional Information

In line with Southern Water’s security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years. Appointment to this role is subject to the successful completion of all preemployment checks, including security vetting. Please note that if a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment. Some positions may also require higher levels of security vetting, which may involve providing additional documentation.