Job Title: Communications Manager
This role involves managing internal & external communications, developing strategies, creating content, managing stakeholder relationships, and overseeing customer service.
* Develop and implement internal and external communications strategies and annual plans.
* Create and deliver content for public, corporate, sustainability, and employee campaigns.
* Manage stakeholder relationships including media, public, partners, and internal teams.
* Support senior leadership profiling and manage agency/vendor relationships.
* Monitor industry trends and continuously improve communication tools and processes.
* Prepare project-specific communication plans, customer impact assessments, and stakeholder notifications.
* Oversee outage notifications and liaise with critical stakeholders (e.g. schools, hospitals).
* Attend regular site visits and client meetings to support ongoing projects.
* Lead issue management, crisis communications, and complaints resolution.
* Ensure compliance with customer service KPIs and contractual obligations.
* Manage CRM and telephone systems, ensuring timely and professional customer interactions.
* Liaise with client teams on complaints, claims, and service delivery.
* Audit service quality and drive improvements in efficiency and customer satisfaction.
* Develop service procedures, maintain accurate records, and ensure GDPR compliance.
* Foster strong interdepartmental collaboration and customer relationships.
* Provide regular KPI reports and strategic insights to senior management.
* Lead, mentor, and develop the Customer Service Team.
* Promote a positive team culture and high performance.
* Coordinate cross-functional teams to ensure a consistent customer experience.
Experience and Qualifications:
* 5+ years in communications/marketing, ideally in construction or utilities.
* 3+ years in a managerial role leading high-performing teams.
* Degree in Communications, Marketing, Business, or related field.