This vacancy is now closed


Who are we?

We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying 2.7 billion litres of water to around 10 million homes.   Our main role is to ensure customers can turn on the tap and get world class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment.


About the role

The Senior Customer Comms Manager is responsible for the design and messaging of all communication (letters, email, text) across our customer’s service experience to deliver the right business and customer outcomes.

Your role will be to ensure we communicate with customers effectively and efficiently to deliver a positive customer experience. You will ensure there is the required level of consistency and governance to all our communications which key to reducing customer complaints, reducing cost to serve and improving overall perception of Thames Water.


What you’ll be doing: 

  • Managing customers’ service communications across Thames facing to either retail or operations (called business area) to drive the right customer experience outcomes (measured ultimately via C-MeX/D-MeX improvements)
  • Working with the customer insight, journey, transformation and marketing teams to understand the required strategy, customer and business outcomes and deliver this strategy through customer communication
  • Driving consistency of message within customer communications across all channels, including the development of key messaging frameworks and hierarchies for key propositions and customer journey's.
  • Supporting with the implementation of appropriate technology (e.g. campaign management and analytics platform and capabilities) to ensure we deliver against the business case benefits
  • Leading the team to create engaging personalised, content for all channels and media to support all stages of the customer lifecycle, working with the corporate affairs team to ensure brand alignment.
  • Managing strategic development of communications by working across with stakeholders to deliver to customer and business needs
  • Leading on the creation and operational communications during times of incident 


What we’re looking for: 

  • Experience in writing customer communications to deliver business outcomes
  • Excellent communication skills – storytelling and written communications
  • Good understanding of different channels of service and how to influence customer behaviour through communications, especially digital channels
  • Knowledge of campaign management and how this can be used to drive customer outcomes and behaviour change
  • Understanding of copy and design work 


Here’s why you should join us! 

We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we are moving to a hybrid approach where we will provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.

Thames Water is a rewarding and diverse place to work. If you join us, you’ll enjoy our flexible working arrangements and be supported with progression and development opportunities. We’re proud to be a Stonewall Diversity Champion, Disability Confident Leader, Times Top 50 Employer for Women, Race at work charter signatory and Carer Confident great place to work. We also support local events and charities.

Our competitive salary and package include a competitive bonus, car allowance, private healthcare, an excellent contributory pension, 26 days holiday, increasing with length of service, access to money saving and benefits schemes and much more!

You can find our more in our working for us section of our website.