• Full Time
  • Anywhere
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At Pennon Group, we’re proud to be leading the way in the water and renewables industries. Alongside our subsidiaries – South West Water, Bristol Water, Bournemouth Water, SES Water, Pennon Water Services and Pennon Power – we’re committed to delivering a sustainable future of our region. Because we know that by continually driving up our standards today, we’ll build a better tomorrow for our communities. Great opportunity to join our team as a Customer Communications Manager based in Bristol to lead customer communications across Bristol Water, SES Water, and our drinking water brands. You’ll be at the heart of ensuring our customers receive clear, timely, and engaging messages that put their needs first. This is a full-time, hybrid role based in Bristol, with occasional travel, at a salary up to £38,000 per annum plus excellent benefits.About the roleAs our Customer Communications Manager, you’ll develop and deliver customer communication strategies that align with our corporate goals and regulatory standards. You’ll oversee messaging across all channels — from routine updates and proactive campaigns, to crisis communications during incidents like supply interruptions or emergency repairs.Working closely with our digital, customer service, operations, and external partners, you’ll create engaging materials, monitor communication performance, and continuously improve the customer experience. You’ll also manage and develop a Customer Communications Specialist, playing a key role in our collaborative, customer-focused team.

What you’ll be doing:

  • Develop and implement customer communications strategies across owned and paid-for channels
  • Ensure all customer-facing messages are clear, accurate, inclusive, and compliant with regulatory and brand standards
  • Collaborate with designers, digital teams, and external partners to produce engaging content
  • Evaluate campaign impact using data and customer feedback to tailor communications
  • Support communication strategies for vulnerable customers and regulatory reporting
  • Build strong relationships with internal teams and external stakeholders
  • Manage and develop a Customer Communications Specialist

    • What we’re looking for:

  • Strong experience in customer communications and/or marketing
  • Proven line management skills 
  • Excellent written and verbal communication skills with a strong grasp of plain English and tone of voice
  • Ability to simplify technical or regulatory language for broad customer understanding
  • Strong planning, prioritisation, and project management skills
  • Data-driven mindset focused on improving customer outcomes and experiences
  • Familiarity with customer journey mapping and channel strategy
  • Budget and financial management experience

    • What’s in it for you:

  • We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us.

    • Why you’ll love working with us:

  • Be part of transformational change, helping us deliver and optimise new customer servicing and marketing capabilities
  • Work collaboratively with passionate teams dedicated to going above and beyond for our customers
  • Make a real, positive impact every day on the lives of thousands of customers
  • In return, we offer an excellent range of benefits including:
  • Generous holiday allowance plus bank holidays
  • A discretionary Bonus
  • Competitive Contributory Pension
  • Share-save Scheme
  • Various health benefits
  • Wellbeing support programmes
  • A range of Group Discounts
  • Cycle to Work Scheme
  • Financial support services
  • And plenty more!

    • Closing Date: 20th October 2025Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.Our core values which are essential to our success are:Be Rock Solid – Build trust and be trusted. Be the one we all look to and can depend on.Be You – We want you to bring your best everyday. Be yourself and make your mark in your individual way.Be the Future – Embrace change. Drive Progress. Own the challenge.

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