Incident Comms Specialist

Description:

The External Communications Specialist is a critical role at the forefront of ensuring all aspects of external communications are delivered to a high standard during and after incidents. It is also a key role in promoting the coordination of aftercare services and follow up communications post incidents.

The role works 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 disruption.

What you’ll be doing as an Incident Comms Specialist

Understand and assess the external communication requirements arising from emerging and real-time issues
Write and deliver consistent external customer communications content to a high standard (incl. L0-L4 incidents)
Ensure NAV and NHH locations are engaged and kept informed during real-time issues
Maintain a storyboard for all incidents (L0-L4) and ensure accessible repository is held and maintained
Lead and coordinate stakeholder, and press office resource, acting as Public Information Office Control Tower during daytime working hours (Apply online only))
Lead and coordinate Aftercare Cell, ensuring customer resolution of issues post incident
Develop improvements to real-time external communications processes
Closely integrate as part of pan-TW professional communications community, actively working to ensure real-time external communications are aligned to required standards, and driving continuous personal developmentBase location – Reading Kemble Court RG2 6AD

Working pattern - 36hr/week 16 week rotating early / late shifts

Mon-Fri (Apply online only)) or (Apply online only))

Weekend shifts (1-in-4) (Apply online only) and (Apply online only) (OOH)

This is a fixed term contract/secondment for 10-12 months

What you should bring to the role
To thrive in this role, the essential criteria you’ll need is:
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 during in a high-pressured environment
Ability to write clearly and concisely
Sound judgement on when to send external communications
Skilled in leading a team during in a high-pressured environmentExtra qualities that would be a great fit for our team:

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

Competitive salary of up to £60,000 per annum
Annual Leave - 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
Performance-related pay plan directly linked to company performance measures and targets
Generous Pension Scheme through AON
Access to lots of benefits to help you take care of you and your family’s health and wellbeing, 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. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment