Incident Comms Specialist

We have a high-profile role for an Incident Communications Specialist who will play a critical role at the forefront of ensuring all aspects of external communications are delivered to a high standard during and after incidents. It also plays a key role in promoting the coordination of aftercare services and follow-up communications post incidents. You will work and collaborate with a range of teams across our Water, Waste & Bio, Renewal & Logistics, and Operations Service & Control Centre functions to ensure customers are communicated with during and after any disruption.

What you'll be doing as an Incident Communications Specialist:

• Identification of real-time external communication needs - Understand and assess the external communication requirements arising from emerging and real-time issues.
• Customer Communication Delivery - Write and deliver consistent external customer communications content to a high standard.
• Non-Household Communications - Ensure New appointments & variations and Non-Household Communications locations are engaged and kept informed during real-time issues.
• Information management - Maintain a storyboard for all incidents and ensure an accessible repository is held and maintained.
• Incident Leadership - Fulfilling PIO role (Public Information Office), lead and coordinate stakeholder and press office resources, acting as Public Information Office Control Tower during daytime working hours.
• Aftercare - Lead and coordinate the Aftercare Cell, ensuring customer resolution of issues post-incident.
• Continuous Improvement - Develop improvements to real-time external communications processes.
• Professional Standards & Development - Closely integrate as part of the pan-TW professional communications community, actively working to ensure real-time external communications are aligned to required standards, and driving continuous personal development.

Base Location: This is an office-based role - Kemble Court, Reading.

Working Pattern: Full Time/36 Hours on a 16-week rotating shift pattern (early/late) Monday – Sunday (07:00 – 15:00 / 13:00 – 21:00)

What you should bring to the role:

• Essential to the role:
• Experience of working in external communications at a fast-moving, highly technical organisation.
• Can demonstrate an ability to take complex information from multiple sources and turn it into easily understandable language.
• A customer-first approach to communication.
• Confident in working with senior internal and external stakeholders.
• Skilled in leading a team in a high-pressure environment.
• Ability to write clearly and concisely.
• Sound judgement on when to send external communications.
• Desirable:
• Worked in Crisis Communications.
• An understanding of the water industry.
• Knowledge of both national and local government.
• An interest in current affairs and understanding of how the news media operates.

What's in it for you?

• An opportunity to join a company that offers its employees a rewarding career path, allowing individuals to reach their full potential.
• This is an exciting time to join Thames Water as we continue to deliver our innovative turnaround plan.
• Competitive salary of up to £49,000 - £55,000 per annum, depending on your experience.
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service. (Plus bank holidays)
• Performance-related pay is directly linked to company performance measures and targets.
• Generous Pension Scheme through AON.
• Personal Medical Assessments – Open to all once a year.
• Access to lots of benefits to help you take care of your and your family's health and well-being, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Who are we?

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. It's a big job and we've got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values.

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you'll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you're looking for a sustainable and successful career where you can make a daily difference to millions of people's lives while helping to protect the world of water for future generations, we'll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family.

Why choose us? Learn more.

We're committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. 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.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you'll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It's also a great opportunity to learn more about our business and meet colleagues.

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.