Customer Engagement Lead (Hampshire & Isle of Wight)

Closing Date

Job Title: Customer Engagement Lead (Hampshire & Isle of Wight)

Location: This role requires an on-site presence across the Hampshire and Isle of Wight areas, occasional travel to our Head Offices in Worthing and Falmer will also be required. This is a hybrid role, offering the opportunity to work from home as well.

Contract Type: Permanent

Hours: 37 hours per week, Monday - Friday

Salary: From £35,000+ commensurate to skills and experience.

Are you passionate about building strong relationships with communities and helping major infrastructure projects land well with the people they affect?

There has never been a better time to join Southern Water as we invest in the future of our water and wastewater infrastructure, tackle climate change, minimise our environmental impact and reduce our carbon footprint.

Job Overview

We are looking for a tenacious, empathetic and confident Customer Engagement Lead to support both our Capital Projects and Major Projects programmes across Hampshire and the Isle of Wight.

You will plan, coordinate and deliver strategic customer and community engagement activities, acting as a visible and trusted link between our project teams, delivery partners and the communities affected by our work. Your focus will be on keeping people informed, anticipating concerns, resolving issues and protecting and enhancing Southern Water’s reputation through clear, timely and transparent communication.

This is a varied and autonomous role covering water and wastewater projects of different sizes and complexity. You will spend time out on site, build strong local knowledge and relationships, and help ensure our customers feel heard and supported throughout project delivery.

What you’ll be doing

• Leading the development and delivery of project-specific customer and community engagement plans across both Capital Projects and Major Projects.
• Acting as a named point of contact for customers and communities, providing clear, proactive and timely updates.
• Visiting project sites regularly to understand the local impact of works, build trust and identify potential issues early.
• Working with project teams and delivery partners to reduce complaints and improve the overall customer experience.
• Listening to and addressing customer concerns, including managing sensitive or challenging conversations with empathy and confidence.
• Advising project teams on the most appropriate communication channels and engagement approach for different audiences.
• Creating clear and engaging communications, including customer letters, project updates and information for media or stakeholder teams. 
• Liaising with internal and external stakeholders, community groups, local organisations and other interested parties.
• Ensuring engagement activity meets relevant regulatory reporting, branding and customer excellence standards.
• Maintaining accurate records, reporting on engagement activity and handling commercially sensitive information with discretion.
• Supporting engagement outside normal working hours where project or community needs require it.

What you’ll bring to the role:

You will be a self-starter and a genuine people person who is comfortable working independently across a broad geographical area. You will combine strong customer instincts with sound judgement, resilience and the confidence to handle difficult conversations while finding practical solutions.

You’ll bring:

• Proven experience in customer management, community engagement, communications or another public-facing role (e.g teaching or coaching)
• Excellent written and verbal communication skills, with the ability to adapt your approach to different audiences.
• A strong understanding of different communication channels and how to use them effectively.
• A customer-first attitude and the ability to build rapport quickly.
• Strategic thinking, good organisation and the ability to drive your own workplan.
• Confidence in handling complaints, sensitive issues and challenging situations.
• Creativity, attention to detail and the ability to think practically when solving problems.
• A flexible and collaborative approach, with the ability to work across functions and with delivery partners.
• High integrity and discretion when handling commercially sensitive information.
• A full UK driving licence and access to a vehicle, with the ability to travel regularly across Hampshire and the Isle of Wight and occasionally further afield.

About Southern Water

Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.

You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation.

Our mission is to protect and enhance life through water and we need passionate people to help us achieve it. If you’re inspired by our purpose and believe you can contribute, apply today. You don’t need to meet every criterion; what matters most is your drive to make a difference.

If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com- Introduce Yourself)

Our Commitment to Diversity

We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.

Additional information

In line with Southern Water’s security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years.

Appointment to this role is subject to the successful completion of all pre‑employment checks, including security vetting.

Please note that if a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment. Some positions may also require higher levels of security vetting, which may involve providing additional documentation.