Customer Communications Manager

We're making a difference: Together, we can ensure that there is enough water for everyone, now and in the future.
We're looking for a Customer Communications Manager to lead the development of clear, engaging, and timely multichannel communications across every customer touchpoint. You'll play a key role in supporting essential customer journeys and shaping communications campaigns that inform, reassure, and inspire confidence in our services.

In this role, you'll drive continuous improvement in all direct-to-customer communications, ensuring messages are consistent, accessible, and customer-focused. You'll champion best practice, maximise engagement across our channels, and help us create a seamless experience for every customer we serve.

What will you be doing?
Key Responsibilities
Lead the development and management of multichannel customer communications across the full lifecycle, including email, SMS, letters, service messages, door drops and bill inserts.

Improve communications for key customer journeys such as billing, metering, collections and service updates.

Create, edit and test automated triggered communications and workflows within the Kraken CRM platform, in partnership with the Product team.

Design and maintain HTML email and RML letter templates used within Kraken.

Manage the day-to-day relationship with Print & Send fulfilment partner, ensuring smooth operations.

Test new formats and approaches with print/fulfilment partners to boost customer engagement and improve cost efficiency.

Collaborate with Customer Services, Product and CX teams to address customer pain points through improved communications.

Drive continuous improvement of all customer communications, using best practice, creative content, behavioural science, gamification and personalisationwhile ensuring accessibility and support for vulnerable customers.

Coordinate with internal teams and external contractors to ensure professional, on-brand communications for projects affecting customers (e.g., smart meter rollout, mains replacement, pipeline works).

Maintain ready-to-use templates and processes for urgent or incident-related communications.

Work with Tech and Data teams to build dashboards and reporting that track performance and identify improvements.

Embed agile, test-and-learn practices, including A/B testing, to enhance communication effectiveness.

Ensure all communications comply with regulatory requirements, including GDPR and PECR, and liaise with the DPO on upcoming initiatives.

What do you need?
Skills, Qualifications & Competencies
A skilled copywriter who excels at simplifying complex messages.

Customer centric always thinking about how to make things simpler, clearer and better for customers.

HTML and RML coding and template creation skills

Continuous improvement mindset always looking to optimise and improve.

Good knowledge of GDPR and PECR regulations

Strong attention to detail

Strong planning, time management and stakeholder management skills to prioritise and manage workload

Demonstrable experience in customer communications or CRM within a utility company or other regulated sector.

Previous experience developing multichannel customer communications, including campaigns, transactional and service messaging.

Previous experience using CRM, email marketing and campaign management tools e.g. Kraken, Salesforce, Hubspot, Sendgrid etc.

Demonstrable experience of using data and insight to improve customer communications.

Previous experience developing communications to support complex customer journeys.

We recognise people want to work in a variety of different ways
, and that's why we're happy to consider
flexible working arrangements
. Please feel free to talk to us at interview about the flexibility you may be looking for.

Please note, we may close this advert early if we receive a high volume of applications
so we encourage you to apply as soon as possible to avoid missing out.

We're committed to equality, diversity and inclusion
, and we actively encourage applications from all sections of society.

Please be aware,
the Company has a responsibility to ensure that all employees are
eligible to live and work in the UK
.

Due to the high volume of applications we may receive
, we're unable to respond to every applicant individually. If your application is of interest, we'll usually be in touch
within 4 weeks
of receiving it.

What can Portsmouth Water offer you?
At Portsmouth Water, We Believe In Rewarding Our People. Here's Just a Taste Of What's Waiting For You When You Join The Team

Holidays Made Better
Enjoy
27 days of annual leave
,
plus bank holidays
, giving you plenty of time to relax, recharge, and explore.

A Pension That Works for You
We'll help secure your future with a
generous pension scheme
, contributing
up to 15%
because your tomorrow matters as much as your today.

Performance Pays Off
You could earn a
non-contractual bonus
of
up to 6% of your basic salary
, linked to company performance because when we succeed together, you should benefit too.

Family Comes First
Whether you're welcoming a new arrival through birth or adoption, we've got your back with
enhanced maternity, paternity, and adoption leave and pay
.

Social Events
All expenses covered summer and winter social events

Peace of Mind, Always
Our
life assurance scheme
gives your loved ones extra security, with a
4x salary
lump sum benefit in case the unexpected happens.

Comprehensive Wellbeing Support
Whether you need
confidential mental health and wellbeing advice 24/7
through our Employee Assistance Programme, or
physical health support via our Virtual GP service
(available 8am10pm, 7 days a week for you and your immediate family), help is always close at hand with the
HealthHero
app.

Additional Support When You Need It
We know life has its ups and downs. That's why we offer
Private Medical Insurance - provided by Bupa
giving you access to expert healthcare and 24/7 confidential support.

PW Perks Treat Yourself
Enjoy exclusive
discounts at thousands of retailers
, plus exciting benefits like:

• Electric Vehicle Scheme (after 1 year)
• Cycle to Work Scheme
• Health Cash Plan and so much more