Customer communications officer

At Stonewater, the customer voice is at the heart of everything we do.

As a key part of the Customer Voice team, the role of Customer Communications Officer (known internally as Customer Communications Coordinator) is integral to ensuring that we are communicating with customers in a way that is engaging, human, informative and useful.

With your teammates, you’ll deliver full-service communications support, ensuring customers get the information they need in a clear and timely way. You’ll liaise with the business to plan and deliver communications campaigns and advise and support colleagues with our customer tone of voice. You’ll help to run our social media accounts with proactive posts and customer responses, and lead on written publications such as letters, newsletters, reports and handbooks. You’ll also collect case studies throughout the year to demonstrate the great work that Stonewater does.

The ideal candidate will:

1. Have experience of working in a similar role, in a fast-paced communications team with competing priorities.
2. Be skilled at translating complicated information for a lay audience.
3. Have experience of working with websites, using CMS systems to create and publish digital content.
4. Love helping customers and be confident when it comes to using social media to publicly respond to customer enquiries.
5. Be committed to excellent customer service, safeguarding and support.