Customer Communications Specialist

At Pennon Group were 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 are committed to delivering a sustainable future of our region. Because we know that by continually driving up our standards today we will build a better tomorrow for our communities.

Great new opportunity for a Customer Communications Specialist to join our team. This is a full‑time hybrid role based in Bristol at a salary up to 29,850 per annum plus excellent benefits.

You’ll be at the heart of ensuring our customers receive clear, timely and engaging messages that put their needs first. You will be delivering communications to customers across all channels. This role ensures customer communications are aligned with regulatory standards, brand tone and customer service objectives whether it’s routine service messaging, emergency alerts or proactive engagement campaigns.

• Support the Customer Communications Manager in the delivery of the customer communications strategy and plan.
• Oversee the tone, clarity and accuracy of all customer‑facing messages.
• Ensure communications are inclusive, accessible and compliant with regulatory and brand requirements.
• Play a key customer communications role in the incident management teams, including standby.
• Work with designers, digital teams and external partners to develop engaging materials and messaging.
• Monitor communication performance and use insights to improve customer understanding and satisfaction.
• Support vulnerable customer communication strategies and regulatory reporting (e.g. Ofwat CCW requirements).

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to communicate and influence internally and externally.
• Experience of working with Word, Excel and PowerPoint.
• An excellent attention to detail with the ability to consistently deliver accurately and timely information.
• Proven experience of project work and working to timescales and deadlines.
• Educated to degree level or equivalent through relevant training and experience in a marketing, customer service or a public‑facing communications role.

• 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.
• 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!

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.

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.