Customer Engagement Lead – Hampshire, Isle of Wight

Southern Water

. Lead development and delivery of project-specific customer and community engagement plans across Capital Projects and Major Projects .

Posted 9/23/2026full-timeWorthing • United KingdomSenior💰 £35,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer management and community engagement, with strong written and verbal communication skills. Capable of strategic thinking and problem-solving while maintaining high integrity and discretion in handling sensitive information.

Highest-signal resume keywords

Customer ManagementCommunity EngagementWritten And Verbal CommunicationStrategic ThinkingComplaint Handling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project-Specific Engagement PlansRegulatory Reporting StandardsCommunication ChannelsRecord MaintenanceMedia Communication

Soft Skills

Customer-First AttitudeRapport BuildingCreativityAttention To DetailCollaboration

Certifications & Qualifications

Full UK Driving LicenceEligibility To Work In The UKDBS Check

Industry Keywords

Capital ProjectsMajor ProjectsStakeholder EngagementCommunity GroupsLocal Organisations

About the role

Key responsibilities & impact

Lead development and delivery of project-specific customer and community engagement plans across Capital Projects and Major Projects
Act as named point of contact for customers and communities, providing clear, proactive and timely updates
Visit project sites regularly to understand local impacts, build trust and identify potential issues early
Work with project teams and delivery partners to reduce complaints and improve customer experience
Listen to and address customer concerns, including sensitive or challenging conversations
Advise project teams on communication channels and engagement approaches for different audiences
Create customer letters, project updates and information for media or stakeholder teams
Liaise with internal and external stakeholders, community groups, local organisations and other interested parties
Ensure engagement activity meets regulatory reporting, branding and customer excellence standards
Maintain accurate records, report on engagement activity and handle commercially sensitive information discreetly
Support engagement outside normal working hours where project or community needs require it

Requirements

What you’ll need

Proven experience in customer management, community engagement, communications or another public-facing role (e.g. teaching or coaching)
Excellent written and verbal communication skills
Strong understanding of different communication channels and how to use them effectively
Customer-first attitude and ability to build rapport quickly
Strategic thinking, good organisation and ability to drive own workplan
Confidence handling complaints, sensitive issues and challenging situations
Creativity, attention to detail and practical problem-solving ability
Flexible and collaborative approach across functions and with delivery partners
High integrity and discretion when handling commercially sensitive information
Full UK driving licence and access to a vehicle
Ability to travel regularly across Hampshire and the Isle of Wight and occasionally further afield
Eligibility to work in the UK
Successful completion of identity, criminal record (DBS), employment and/or education history checks and security vetting

Benefits

Comp & perks

Hybrid working with the opportunity to work from home
Permanent contract
37 hours per week, Monday–Friday
Opportunity to contribute to significant water and wastewater infrastructure investment
Reasonable adjustments during the recruitment process