Customer Communications Specialist

1 month ago

Hatfield, Hertfordshire, United Kingdom Affinity Water Full time
About the Role

Affinity Water is seeking a highly skilled Customer Communications Executive to join our Marketing & Communications team. As a key member of our team, you will be responsible for developing and implementing multi-channel customer communications, ranging from emails, letters, and SMS, to inserts, bills, and leaflets.

Key Responsibilities
  • Develop, implement, and deliver customer communications across various channels (letters, emails, SMS, etc.).
  • Craft engaging copy and visual content that aligns with Affinity Water's brand and voice.
  • Collaborate with internal stakeholders to coordinate communications supporting business goals, including marketing campaigns and incident responses.
  • Segment and manage customer data to personalise communications based on demographics, preferences, and behaviour.
  • Monitor and evaluate campaign effectiveness and customer engagement to drive continuous improvement.
  • Ensure all communications adhere to regulatory requirements, GDPR compliance, and best practices.
  • Be part of the fast-reactive crisis comms team, providing support during emergency water supply incidents on a rota basis.
  • Uphold the brand identity, tone of voice, and messaging guidelines across all customer interactions.
What We're Looking For
  • Experience: Minimum 2 years in customer communications with a strong focus on copywriting, customer data segmentation, and personalisation tools.
  • Technical Expertise: Hands-on experience with Email & SMS platforms, marketing automation, and personalisation tools. Understanding of GDPR, data compliance, and communications best practices.
  • Skills:
    • Strong written and verbal communication skills with a keen eye for detail.
    • Proficiency in creating integrated customer communications plans.
    • Familiarity with email template customisation, letter production, and customer databases.
    • Ability to work collaboratively across teams while managing multiple projects independently.
    • Strong time-management and organisational skills.
    • Mindset: Positive, self-motivated, and adaptable with a passion for delivering outstanding work. Proactive in problem-solving with a customer-first approach.
Benefits
  • Salary: £27-29,000 - (dependent on skills and experience).
  • Hybrid role, with the expectations of a minimum two days a week in the office.
  • Hours of work: 37
  • Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
  • Entry into the company annual bonus scheme.
  • Annual leave from 26 days rising with length of service, and the option to purchase up to 5 extra days.
  • A 'Celebration Day' in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
  • A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
  • We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
  • Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
  • Access to our Wellbeing Centre with support for looking after your physical and mental health.
  • Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
  • Up to 4 Affinity days a year to volunteer in the community.
  • Life Assurance.
  • Disability Confident

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