Incident Comms Specialist

We have a high-profile role for an Incident Communications Specialist who will play a critical role at the forefront of ensuring all aspects of external communications are delivered to a high standard during and after incidents. It also plays a key role in promoting the coordination of aftercare services and follow-up communications post incidents.

You will work and collaborate with a range of teams across our Water, Waste & Bio, Renewal & Logistics, and Operations Service & Control Centre functions to ensure customers are communicated with during and after any disruption.

What you’ll be doing as an Incident Communications Specialist:

Identification of real-time external communication needs - Understand and assess the external communication requirements arising from emerging and real-time issues.

Customer Communication Delivery - Write and deliver consistent external customer communications content to a high standard.

Non-Household Communications - Ensure New appointments & variations and Non-Household Communications locations are engaged and kept informed during real-time
issues.

Information management - Maintain a storyboard for all incidents and ensure an accessible repository is held and maintained.

Incident Leadership - Fulfilling PIO role (Public Information Office ), lead and coordinate stakeholder and press office resources, acting as Public Information Office Control Tower during daytime working hours. (Apply online only))

Aftercare - Lead and coordinate the Aftercare Cell, ensuring customer resolution of issues post-incident.

Continuous Improvement - Develop improvements to real-time external communications processes.

Professional Standards & Development - Closely integrate as part of the pan-TW professional communications community, actively working to ensure real-time external communications are aligned to required standards, and driving continuous personal development.

Base

Location:

This is a office based role - Kemble Court, Reading.
Working Pattern:
Full Time/36 Hours on a 16-week rotating shift pattern (early/late) Monday – Sunday (07:00 – 15:00 / 13:00 – 21:00)

What you should bring to the role:

Essential to the role:

Experience of working in external communications at a fast-moving, highly technical organisation.
Can demonstrate an ability to take complex information from multiple sources and turn it into easily understandable language.
A customer-first approach to communication.
Confident in working with senior internal and external stakeholders.
Skilled in leading a team in a high-pressure environment.
Ability to write clearly and concisely.
Sound judgment on when to send external communications.
Skilled in leading a team in a high-pressure environment.
Desirable:

Worked in Crisis Communications.
An understanding of the water industry.
Knowledge of both national and local government.
An interest in current affairs and an understanding of how the news media operates.
What’s in it for you?

An opportunity to join a company that offers its employees a rewarding career path, allowing individuals to reach their full potential. This is an exciting time to join Thames Water as we continue to deliver our innovative turnaround plan.
Competitive salary of up to £49,000 - £55,000 per annum, depending on your experience.
Annual Leave - 26 days holiday per year, increasing to 30 with the length of service. (Plus bank holidays) 
Performance-related pay is directly linked to company performance measures and targets.
Generous Pension Scheme through AON.
Personal Medical Assessments – Open to all once a year.
Access to lots of benefits to help you take care of your and your family’s health and well-being, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive.…