Customer Communications LeadCustomer Communications Lead
Location: Warrington, Lingley Mere (Hybrid – 3 days onsite)
Hours: Full-time, 37 hours (some out of hours working may be required during service disruption)
Salary: Competitive + Excellent Benefits
Help Shape How Millions of Customers Experience Our Services
United Utilities keeps the North West flowing delivering essential water and wastewater services to seven million people every single day. Clear, consistent and engaging communication is at the heart of that mission. We’re looking for a Customer Service Communication Lead who can champion our tone of voice, elevate our customer messaging and ensure our communications are always friendly, helpful and easy to understand.
If you’re passionate about crafting brilliant customer experiences through words, channels and storytelling, this is your chance to make a real impact.
Why Join United UtilitiesYou’ll be part of a purpose-led organisation committed to environmental stewardship, community impact and continuous improvement. You’ll also enjoy an excellent benefits package, including:
*26 days’ holiday rising to 30 with service, plus bank holidays
*Up to 10.5% bonus
*Up to 14% employer pension contribution (21% combined)
*Company-funded healthcare plan & private medical
*Gym discounts, EV car scheme, ShareBuy and flexible benefits
*Enhanced parental leave
*Mental health first aiders and employee assistance support
We’re committed to building an inclusive workplace that reflects the communities we serve. If you need adjustments during the recruitment process, we’ll support you.
What You’ll Be DoingThis role sits at the heart of our customer experience. You’ll shape how we communicate with customers across the North West from everyday service updates to major investment programme messaging. You’ll also play a key role during service incidents, providing timely, meaningful information that helps customers feel informed and supported. Because we keep water flowing 24/7, there may be occasions where you’ll contribute to out-of-hours communications during incident response.
You will:
*Govern and manage our customer-facing tone of voice across key water, wastewater and investment programme communications
*Develop and quality-check bulk customer messages such as emails, texts and web updates during events, incidents and planned activity
*Ensure all communications reflect our brand friendly, clear and genuinely helpful
*Work closely with the Customer Service Communication Lead for capital delivery to align messaging for communities impacted by local projects
*Support event and incident management, helping to coordinate customer response in and out of core hours when required
*Ensure content is engaging, accessible and designed with the customer at the centre
*Look across all channels to ensure communications are distributed effectively for maximum impact
This is a hands-on, delivery-focused role ideal for someone who loves shaping language, influencing customer journeys and ensuring every message lands with clarity and care.
What You’ll BringQualifications
*Degree-level education with a professional qualification in marketing or communications or equivalent experience
Experience
*Proven success delivering large-scale communication activity across integrated channels
*Experience working in-house or agency-side on customer-focused campaigns
*Strong understanding of modern communication approaches and best practice
*Experience managing external agencies, creative development and brand-aligned collateral
*Ability to plan and manage multi-channel campaigns end-to-end
*Experience using brand tracking or insight to improve communication effectiveness
*Experience with CMS platforms and digital publishing
Skills
*Exceptional written and verbal communication skills, with the ability to craft engaging, customer-friendly copy
*Strong planning, organisational and delivery skills with excellent attention to detail
*Confident relationship-builder able to influence stakeholders at all levels
*Skilled at managing agency partners and creative suppliers
*IT literate with strong Microsoft Office skills and the ability to learn new tools quickly
*Ability to juggle multiple priorities while maintaining high standards
Who Thrives in This Role
This role is perfect for someone who is:
*A natural storyteller with a passion for customer experience
*Confident shaping tone of voice and brand expression
*Energised by fast-paced, multi-channel communication challenges
*Comfortable influencing senior stakeholders and guiding best practice
*Creative, curious and always looking for ways to improve how we communicate