Pennon Group
Customer Communications Manager
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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. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands, and support farmers and landowners to improve water quality and wildlife.
Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
Ready to make a splash? Join our team today.
Customer Communications Manager
Location: Exeter HQ Watch us thrive: Pennon Group Careers page
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 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
- Bournemouth Water
About the Role
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.
- Ensuring messaging is consistent, accessible, and aligned with regulatory standards and our brand values.
- Collaborating closely with teams in communications, operations, customer service, and external partners, including line management responsibilities.
- Holding a high-impact role where your work will directly influence customer experience, trust, and satisfaction.
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Key Responsibilities
- Develop and deliver a customer communications strategy aligned with business goals
- Oversee tone, clarity, accuracy, and compliance of all customer communications
- Lead incident communications and provide real-time multi-channel updates -Support incident management, including standby responsibilities
- Deliver engagement campaigns and collaborate with internal and external partners
- Monitor performance and use insights to enhance customer experience
- Support vulnerable customers and regulatory reporting (e.g., Ofwat, CCW)
- Represent customer communications in cross-functional forums
What We’re Looking For
We’re seeking a candidate with:
- Strong written and verbal communication skills
- Ability to simplify complex information for customers
- Excellent planning, prioritisation, and project management skills
- Calm decision-making under pressure
- Data-driven approach to improving customer outcomes
- Experience in customer journeys and multi-channel communications
- Budget and line management experience
- Around 5 years’ relevant experience, either in a similar role or demonstrating transferable skills
- Preference for experience in a regulated environment (ideally water, utilities, or public sector)
- Experience engaging vulnerable or hard-to-reach audiences is advantageous
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What’s in It for You?
At South West Water, our people are central to our success. Here’s what you can expect:
- Ongoing training, development, and career progression opportunities within one of the South West’s largest employers.
- Investors in People recognition and a commitment to environmental responsibility.
Here’s what we offer in terms of benefits:
- Competitive Salary – Based on experience and skills
- Annual Bonus Scheme – Recognising company performance
- Pension Scheme – Helping you secure your future
- Healthcare Benefits, including access to employee assistance programs
- Employee Discounts on various products and services
- Generous Annual Leave entitlement to help you recharge
Closing Date: 8th July 2026 We may close this vacancy early if we receive a high volume of applications. Apply as soon as possible.
Please note: The successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Join Our Community
Be yourself, we like it that way. Together, we’ll build a culture of belonging, where inclusion is instinctive. Diversity is our strength, reflecting the communities we serve. We care, value everyone, and celebrate uniqueness.
Our core values drive our success:
- Be Rock Solid – Build trust and be trusted. Be the dependable choice.
- Be You – Bring your best self every day. Stand out in your own way.
- Be the Future – Embrace change, drive progress, and tackle challenges head-on.
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