Define and manage brand strategy, tone of voice, and voice of the customer across all external communications
Ensure communications are consistent, accessible, and mapped to customer journeys
Lead campaigns, events, digital content, and social communications that build engagement and trust
Collaborate with senior leaders and manage external agencies to deliver high-quality campaigns
Maintain governance frameworks and use data and insight to drive continuous improvement

Senior leadership in brand, marketing, events, or customer communications
Strong digital, social media, and campaign experience
Excellent written, editorial, and presentation skills
Experience influencing Executive and Board-level stakeholders
Passion for customers, sustainability, and organisational purpose
Understanding of customer journeys in service-based organisations (desirable)
Experience in regulated environments (e.g. Ofwat) (desirable)
Track record of delivering large-scale campaigns and managing agencies (desirable)

Car allowance
Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
Entry into the Senior Manager bonus scheme.
Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.
A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
Access to our Wellbeing Centre with support for looking after your physical and mental health.
Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
Up to 4 Affinity days a year to volunteer in the community.
Life Assurance.
Disability Confident As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form.

Head of External Communications and Media

Key skills