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- Tasks: Lead customer communication projects and enhance customer journeys through innovative messaging.
- Company: Join Thames Water, the UK's largest water and wastewater company, committed to making a difference.
- Benefits: Enjoy a competitive salary, 26 days holiday, and various health and wellbeing perks.
- Why this job: Shape impactful communications and drive change for millions of customers every day.
- Qualifications: Creative problem-solver with strong organisational skills and experience in customer journey mapping.
- Other info: Flexible hybrid working and fast-tracked career opportunities await you.
The predicted salary is between 36000 - 60000 £ per year.
Are you ready to shape the way we communicate with our customers and drive transformative change?
Thames Water is seeking a Customer Communications Manager to join our Customer Contact Experience Team on a 12 – 18 month fixed-term contract. This exciting role offers a hybrid working arrangement, predominantly remote, providing flexibility while working on impactful projects.
Responsibilities
What you will be doing as the Customer Communications Manager:
- Lead initiatives to enhance our communication channels—including letters, emails, and text messages—to improve customer journeys and achieve strategic business goals.
- Map customer journeys, identify pain points and ensure consistent messaging across all touch points.
- Execute customer communication projects across multiple channels, ensuring alignment with customer insights and desired outcomes.
- Develop and maintain a unified tone and approach across all communication touchpoints, working with key stakeholders to uphold our brand.
- Translate complex concepts into clear, concise messages tailored to a wide range of audiences.
- Own and oversee regulatory commitments (e.g., PR24), incident communications, and turnaround activities, ensuring compliance and excellence.
- Build strong relationships across the organisation, including engaging with end-users and senior stakeholders to ensure alignment and effective execution.
- Manage workload by focusing on compliance, customer impact, and operational efficiency while providing transparent updates on deliverables.
li>Measure communication effectiveness and provide actionable insights to drive improvements and optimise results.
Qualifications
- Creative problem-solver with a proven track record of delivering end-to-end communication projects.
- Strong customer journey mapping experience.
- Excellent organisational and time management skills to meet deadlines in a fast‑paced environment.
- Strategic understanding of branding, customer communications, and customer experience (CX).
- Confidence in leading stakeholder workshops and presenting at all levels.
- Flexibility to adapt communication styles for diverse audiences, from technical developers to senior leaders.
- Expertise in influencing customer behaviour through well-crafted communication strategies.
- A collaborative mindset and ability to work effectively in cross‑functional teams.
- Knowledge of copy and design processes is an advantage but not essential.
What’s in it for you?
- Competitive salary of £50,000 per annum.
- Annual leave: 26 days holiday per year, increasing to 30 with length of service (plus bank holidays).
- Performance‑related pay plan directly linked to company performance measures and targets.
- Access to a wide range of benefits to support health, wellbeing and finances, including annual health MOTs, physiotherapy and counselling, Cycle to Work schemes, shopping vouchers and life assurance.
Base Location & Hours
Reading – Clearwater Court – RG1 8DB
36 hours per week, Monday to Friday.
About Thames Water
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive.
We’re committed to being a great, diverse, and inclusive place to work. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know – we’re here to help and support.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.
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Customer Communications Manager employer: Thames Water
Contact Detail:
Thames Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Communications Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your skills align with their goals, especially in customer communications.
✨Tip Number 3
Practice your communication skills! Whether it’s through mock interviews or casual conversations, being clear and confident will help you stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining the Thames Water family.
We think you need these skills to ace Customer Communications Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer communications. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Skills: Don’t just list your skills; provide examples of how you've successfully managed communication projects in the past. We want to see your creative problem-solving and customer journey mapping in action!
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and make sure your messages are easy to understand—just like you would for our customers.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure it gets to the right people and helps us get to know you better!
How to prepare for a job interview at Thames Water
✨Know Your Customer Journeys
Before the interview, take some time to map out customer journeys relevant to Thames Water. Think about potential pain points and how you would address them. This will show your understanding of the role and your proactive approach to improving customer communications.
✨Showcase Your Communication Skills
Prepare examples of past communication projects you've led. Be ready to discuss how you simplified complex messages for different audiences. This will demonstrate your ability to tailor communications effectively, which is crucial for the Customer Communications Manager role.
✨Engage with Stakeholders
Think about how you would build relationships with various stakeholders. Prepare to discuss your experience in leading workshops or presentations. Highlighting your collaborative mindset will resonate well with the team at Thames Water, as they value strong stakeholder engagement.
✨Be Ready to Discuss Strategy
Brush up on your knowledge of branding and customer experience strategies. Be prepared to share your thoughts on how effective communication can influence customer behaviour. This will show that you not only understand the tactical side of the role but also the strategic implications.