SEVERN TRENT
Digital Customer Communications Manager
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Digital Customer Communications Manager – Secondment
Business Unit: Customer Solutions Division: CS CC Customer Delivery Pay Grade Level: Level 2 – Technical Expert Role End Date: 09 July 2026 Salary Range: Up to £50,000.00 Role Type: Full-Time Contract Recruiter: Daniel McCormack Manager: Bill Wilson
Our Commitment
At Severn Trent, we believe water is wonderful—and we’re equally committed to our people. Our 7,000+ team members deliver 4.8 million households and businesses across the UK, ensuring every flush and cuppa is possible.
We celebrate diversity, individuality, and unique perspectives because we know inclusivity drives better solutions for our customers and communities. If you’re someone who cares deeply and wants to contribute meaningfully, we’d love to hear from you.
About the Role
We’re hiring a Digital Customer Communications Manager for our Go to Market Team at Pride Park, Derby. You’ll be the driving force behind our digital customer experience, leading a passionate team focused on automation, self-service, andjourney excellence.
As the Customer Communications Manager, you’ll:
- Direct a team of Comms Professionals responsible for promoting self-service journeys across our digital platforms (website, messaging, social media, WhatsApp, SMS, and emails).
- Lead campaigns to boost self-service adoption, reducing contact centre calls and improving efficiency.
- Collaborate with stakeholders to craft unordered, user-friendly experiences and maintain consistent messaging across the brand’s digital portfolio.
- Nurture team well-being, development, and engagement to foster a world-class customer service culture.
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Key Responsibilities
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Support strategic call deflection goals
- Partner with the Go to Market Lead to achieve agreed call deflection metrics.
- Anticipate customer behaviors and design intuitive, seamless self-service experiences via all channels (e.g., website, messaging, assistive tools) to minimise inbound calls.
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Drive user-centred content & campaigns
- Lead collaborative workshops with project stakeholders to define user needs and project goals.
- Host weekly editorial meetings to align content strategy and adapt to changing circumstances.
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Champion digital best practices
- Share expertise in human-centred design, UX, and content strategy across the team.
- Educate colleagues on best practices in digital communication tools and methods.
- Be the go-to advisor for writing and design, ensuring clarity and accessibility.
What You’ll Bring to the Role
🔹 Communication & Strategic Thinking
- A computations marketing or communications background, with proven experience in:
- Crafting clear, persuasive content for diverse channels (website, email, SMS, social media, letters).
- Adopting a user experience (UX) perspective to enhance digital interactions.
- Familiarity with Severn Trent or Hafren Dyfrdwy’s digital landscape is beneficial but not essential.
🔹 Team Leadership & Collaboration
- No prior management experience required—this is a growth opportunity for you to lead a team in a secondment.
- A track record of mentoring, driving motivation, and fostering team culture.
🔹 Attitude & Mindset
- A positive, caring, and solutions-oriented approach to work.
- Diversity champions are welcomed—primary value is placed on passion, empathy, and collaboration.
- Readiness to contribute to a meaningful movement, committed to convenient, scalable solutions for customers.
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What’s in It For You?
This is more than just a job—it's the start of a rewarding career with Severn Trent. We invest in your success through Training, Development, and Perks:
🕒 Public Holidays: 28 days holiday + bank holidays. Flexibility to buy/sell up to 5 days per year. ✅ Economic Benefits:
- Annual bonus scheme (up to £2,250)
- World-class pension: Employer doubles your contributions (max 15% when you contribute 7.5%)
- Sharesave Scheme: Discounted shares in Severn Trent Plc 🛠️ Learning & Growth:
- Severn Trent Academy – training and development programs tailored to your career goals. ⚡ Green Initiatives:
- Electric vehicle practice (available support for EV charging)
- Corporate Partner discounts (retail partners) 👨👩👧👦 Family-Friendly Policies:
- Mandated year off paid for maternity, shared parental, or adoption leave
- Generous parental and caring responsibilities leave options 💪 Community Engagement:
- Two paid volunteering days per year
Next Steps
We’d love to meet you! If this is your opportunity to make a difference with impact driven by high-quality digital communication:
- Update your CV and allocate around 5 minutes to apply.
- Application timelines: After the end date, you'll receive follow-up notifications via phone, text, or email.
To explore more about what life at Severn Trent is like, search #LifeAtSevernTrent on social media.
Who are you, and why do you add value? We’re excited to hear from you!
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