We have a high-priority, high-profile requirement for an Incident Communications Specialist who will play a critical role in ensuring all aspects of external communications are delivered to a high standard during and after incidents. This role also involves promoting the coordination of aftercare services and follow-up communications post incidents.
You will collaborate with teams across Water, Waste & Bio, Renewal & Logistics, and Operations Service & Control Centre functions to ensure effective communication with customers during and after disruptions.
What you’ll be doing as an Incident Communications Specialist:
1. Identification of real-time external communication needs: Understand and assess communication requirements arising from emerging issues.
2. Customer Communication Delivery: Write and deliver high-quality external communications.
3. Non-Household Communications: Engage and inform Non-Household locations during real-time issues.
4. Information Management: Maintain incident storyboards and accessible repositories.
5. Incident Leadership: Lead stakeholder coordination and act as Public Information Office Control Tower during daytime hours (06:00-22:00).
6. Aftercare: Lead and coordinate the Aftercare Cell to resolve customer issues post-incident.
7. Continuous Improvement: Develop enhancements to external communication processes.
8. Professional Standards & Development: Align with the pan-TW professional communications community and pursue personal development.
Base Location: Kemble Court, Reading (office-based)
Working Pattern: Full Time, 36 hours/week, rotating shifts (early/late), Monday – Sunday (06:00 – 14:45 / 13:15 – 22:00)
What you should bring to the role:
Essential:
* Experience in external communications within a fast-paced, technical organization
* Ability to simplify complex information
* Customer-first communication approach
* Confidence in working with senior stakeholders
* Leadership skills in high-pressure environments
* Clear and concise writing skills
* Sound judgment on external communications timing
Desirable:
* Crisis Communications experience
* Understanding of the water industry
* Knowledge of government at national and local levels
* Interest in current affairs and media operations
What’s in it for you?
* Salary: £45,000 to £55,000 per annum
* 26 days holiday, increasing to 30 with service (plus bank holidays)
* Contributory pension up to 12%
* Annual Personal Medical Assessments
* Benefits scheme with discounts and wellbeing support
Learn more about our benefits and perks.
Who are we?
We’re the UK’s largest water and wastewater company, serving over 16 million customers daily. We aim to build a better future for all — our customers, communities, and the planet. Join us to make a difference and help us achieve our vision for the future.
Learn more about our purpose and values
Working at Thames Water
Thames Water offers a diverse, rewarding environment where every day presents new opportunities. We support career growth, flexible working, and excellent benefits.
If you’re passionate about making a difference and protecting water resources, we want to hear from you. Join us to help build a sustainable future.
We are committed to diversity and inclusion, welcoming applications from all backgrounds and providing support throughout the recruitment process.
During crises, our team rallies to support customers. We offer training for those interested in frontline ambassador roles, providing a rewarding experience and valuable insights into our operations.
Note: Due to high application volumes, we may close the vacancy early. We encourage prompt applications.
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