Customer Communications Lead

United Utilities; Warrington; Hybrid; GBP 40,000 - GBP 55,000; Full time

Job summary

A major water services provider is seeking a Customer Communications Lead in Warrington to enhance customer experience through effective messaging and support during service incidents. The ideal candidate will have a degree in communications or marketing, proven success in large-scale campaigns, and exceptional communication skills. This hybrid role offers a competitive salary and excellent benefits, promoting a positive customer experience across all communications.

Benefits

26 days’ holiday rising to 30 with service

Up to 10.5% bonus

Up to 14% employer pension contribution

Company-funded healthcare plan

Gym discounts

Flexible benefits

Qualifications

• Successful delivery of large-scale communication activity across channels.
• Experience managing external agencies and brand-aligned collateral.
• Ability to manage multi-channel campaigns end-to-end.

Responsibilities

• Shape how we communicate with customers across the North West.
• Govern and manage customer-facing tone of voice.
• Ensure content is engaging and accessible.

Skills

Exceptional written and verbal communication skills

Strong planning and organisational skills

IT literate with strong Microsoft Office skills

Ability to influence stakeholders

Education

Degree-level education in marketing or communications

Tools

CMS platforms

Microsoft Office

Job description

Job number UU04798 Country United Kingdom Region Cheshire West and Chester Location name Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP Posting End Date 17/02/2026 Band 4b Role Type Permanent Salary Competitive salary

Customer Communications Lead

Customer 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 Utilities

You’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 Doing

This 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 Bring

Qualifications

• 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
• 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 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