Job Description

Closing Date

27/11/2026

Job Title: Stakeholder Casework & Correspondence Manager

Location: Durrington

Contract Type: Permanent

Hours: 37hours per week

Salary: From £55,000

About the role

Southern Water is delivering one of the largest infrastructure and environmental investment programmes in the UK, with £7.8bn of investment planned between 2025 and 2030.

The success of that programme depends not only on effective engagement, but on our ability to respond consistently, transparently and professionally when stakeholders raise concerns, seek answers or ask us to account for our actions.

As Stakeholder Casework and Correspondence Manager, you'll lead the systems, processes and governance that underpin stakeholder engagement across Southern Water. You'll act as the central coordination point for stakeholder correspondence, political casework and stakeholder commitments, ensuring enquiries are managed effectively, deadlines are met and stakeholders receive high-quality, timely responses.

At the heart of the role is ensuring stakeholders receive clear answers and confidence that concerns are being taken seriously. Whether managing correspondence from MPs and councillors on behalf of individual customers or coordinating responses to complex operational, environmental and reputational issues, you'll help ensure concerns are understood, commitments are followed through and stakeholders can see evidence of action.

Working across the Public Affairs and Stakeholder Engagement team and wider business, you'll coordinate complex issues involving multiple functions and stakeholders, ensuring responses are accurate, consistent and accountable. You'll also lead reporting, governance and assurance activity for the team, providing oversight of performance, identifying emerging themes and helping turn stakeholder insight into organisational learning and improvement.

This is an opportunity for someone who enjoys bringing structure to complexity, improving processes, driving accountability and ensuring high standards in a fast-moving and highly visible environment. You'll play a key role in helping Southern Water strengthen trust by making sure we do what we say we will do, particularly when it matters most.

What you will be responsible for:

• Managing Southern Water's stakeholder correspondence and political casework processes, ensuring enquiries are handled consistently, professionally and in line with agreed service standards.
• Acting as the central coordination point for complex stakeholder issues, coordinating responses across multiple business functions and ensuring actions, commitments and deadlines are delivered.
• Leading governance and assurance processes for stakeholder correspondence, casework and engagement activity, maintaining oversight of quality, performance and compliance.
• Owning stakeholder commitment tracking processes, ensuring commitments made to stakeholders, elected representatives and external organisations are recorded, monitored and delivered.
• Producing performance reporting, management information and insight for the Public Affairs and Stakeholder Engagement team, senior leaders and governance forums.
• Monitoring service levels, workloads and team performance, identifying risks, bottlenecks and opportunities for improvement.
• Identifying emerging stakeholder, political and reputational themes from casework, correspondence and stakeholder feedback, ensuring trends are understood and escalated appropriately.
• Supporting risk management and issue escalation processes, helping ensure sensitive, high-profile or complex stakeholder issues receive appropriate oversight.
• Working closely with Public Affairs and Stakeholder Engagement Managers and Officers to coordinate responses to MPs, councillors, regulators, local authorities and other stakeholders.
• Maintaining stakeholder records, reporting systems, governance frameworks and performance dashboards, ensuring information is accurate, consistent and accessible.
• Supporting planning, coordination and administration across the wider Public Affairs and Stakeholder Engagement team.
• Driving continuous improvement in systems, processes, governance and ways of working across the function.

Additional Requirements specific to the role

• Participate in role-appropriate on-call rotas and provide support during incidents, emergencies and periods of heightened operational, stakeholder or reputational risk.
• Support and champion Southern Water’s Equality, Diversity and Inclusion strategy through positive and inclusive behaviours.

What you’ll bring to the role:

Essential

• Significant experience managing correspondence, casework, complaints, governance, customer advocacy, stakeholder engagement or a related discipline.
• Experience coordinating complex responses involving multiple contributors, stakeholders or business functions.
• Experience managing processes, performance measures, service standards or governance frameworks.
• Experience identifying risks, issues and trends and translating these into practical recommendations and actions.
• Strong written communication skills, including experience reviewing, editing and quality assuring correspondence and reports.
• Experience producing performance reports, dashboards and management information. Strong stakeholder management, organisational and relationship-building skills.
• Ability to manage competing priorities and perform effectively under pressure and tight deadlines.

Desirable

• Degree-level qualification or equivalent professional experience.
• Professional qualification in governance, communications, customer services, stakeholder engagement, business administration or a related discipline.
• Experience within utilities, infrastructure, environmental services, local government or another regulated sector.
• Experience managing political correspondence or casework involving MPs, elected representatives or public bodies.

Why join us?

This is an opportunity to sit at the centre of Southern Water's relationship with its stakeholders.

You'll help ensure the organisation delivers on its commitments, responds effectively to concerns and can demonstrate accountability to customers, communities, elected representatives and regulators.

You'll join at a time of significant investment and change, playing a key role in strengthening how Southern Water manages stakeholder relationships, measures performance and turns stakeholder feedback into meaningful action and continuous improvement.

"At Southern Water, we believe diverse perspectives drive innovation. If you’re passionate about making a positive impact and think you can bring value to our team, we’d love to hear from you—even if you don’t tick every box. Your unique skills and experiences could be exactly what we need."

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.