With digital advancements, more agile operations and a sharper focus on sustainability, there is growing recognition that innovation doesn’t just mean new technologies or processes. It also means rethinking how we engage, support and empower the people behind the machinery and this includes deaf people in manufacturing.
During the recent Deaf Awareness Week, under the 2025 theme ‘Beyond Silence’, the spotlight was on stories that challenge assumptions and reframe what’s possible in technical environments. One of those stories belongs to Jemma Townend, who was born profoundly deaf and developed a passion for problem solving at a young age. Today, she plays a critical hands-on role as a Modular Maintenance Technician at Coca-Cola Europacific Partners’ (CCEP) Wakefield site – Europe’s largest production facility by volume.
Here, she shares how practical adjustments, team support and the right culture helped her build a successful career in a fast-paced manufacturing environment, and why that confidence now helps others to succeed too.
From curiosity to capability
From an early age, I had a relentless curiosity for how things work. One of my family’s favourite stories to tell is how I dismantled my brand-new bike on Christmas day, just to figure out how to put it back together. That curiosity continued to drive me in my working life – I explored joinery, kitchen fitting, and even completed an electrical course, always looking to develop new skills and learn through doing.
Each of those roles taught me something different – whether that’s precision, problem-solving or persistence. When I came across the opportunity to work at a CCEP manufacturing site, it felt like the natural next step.
I didn’t expect much when I applied, but the team noticed the skills that I brought to the table and offered me a full-time role as a Modular Maintenance Technician at CCEP’s Wakefield site – the largest manufacturing facility by volume in Europe. Being given that opportunity, not because of a qualification, but because someone could see what I was capable of, was a turning point. I started to believe in my own ability in a way I hadn’t before.
Tools, trust and team support
I’ve always adapted to communicate depending on who I’m around. I was born deaf and grew up in a hearing family – it was only when I went to deaf boarding school that I learned British sign language. Since then, I’ve been lip reading, using sign language or my voice – depending on who I’m with. When I joined CCEP, I had access to an on-site interpreter five days a week, which helped me immensely as I got up to speed with new systems, workflows and colleagues.
Over time, and as my confidence grew, I transitioned to using an interpreter just three days a week. On the other days, I rely on lip reading, body language and visual cues. For virtual meetings, I use SignVideo – a live video interpreting service that lets me focus on the work, not the barriers.
I also have a cochlear implant, which gives me a sense of environmental sound. For safety, CCEP has equipped me with a vibration pager that alerts me to fire alarms and other warnings. These may not sound revolutionary, but they’re thoughtful, practical solutions that make a massive difference in high-risk environments.
A day in the life
My role involves maintaining and repairing high-speed machinery across multiple production lines. Working alongside my colleague and mentor, Richard, our daily responsibilities range from diagnosing faults in mechanical systems, modifying line configurations and ensuring new equipment is correctly commissioned.
We troubleshoot systems involving the blowing, capper and filling valves which we fully overhaul according to maintenance plans and get them ready for installation. Being methodical is key – problems need to be solved quickly but safely, and the margin for error is small when you’re dealing with complex, high output lines.
One of the most fulfilling aspects of my role is working with apprentices rotating through our department. It’s a chance to give back, to help them build both confidence and technical skills, while I continue to develop new ways of communicating technical knowledge effectively.
From setbacks to support
Before joining CCEP, I was turned down for roles at other companies over concerns about safety. That knocked my confidence and made me question whether I had a place in the industry. But CCEP took a different approach and didn’t focus on what I couldn’t do, but on what I could.
From day one, the team worked with me to make the necessary adjustments. They made safety a priority, ensured I had the communication tools I needed and, most importantly, gave me time and space to grow into my role. My team have also learned some basic sign language to help bridge the gap – that’s what inclusion looks like.
And CCEP’s JustBe network, an employee-led community that champions diversity, equity and inclusion, has also played a big role in making me feel seen and supported. It’s helped me to feel connected, not just to my immediate team, but to the wider company too.
What the manufacturing sector can do next
My story isn’t unique. There are so many talented deaf professionals out there who just needed the right opportunity and environment to shine. If the manufacturing sector is serious about attracting and retaining diverse talent, a few small steps could have a big impact.
“First, basic deaf awareness training would help to equip line managers and teams with the skills to communicate more inclusively. Then, ensuring that at least one person in each team is equipped with basic sign language knowledge can transform team dynamics.
And add captions to screen-based safety messages or training videos to ensure accessibility. Adopting platforms like SignVideo and visual alert systems as standard practice is a good way to ensure your communication is flexible.
These aren’t luxuries, they’re enablers. They create a level playing field where every employee, regardless of hearing ability, can do their job confidently and safely.
Why the right culture makes it safe to get of your comfort zone
When I started at CCEP, I knew I was stepping into something new, outside of my comfort zone. But I didn’t know that I’d end up growing so much in the process.
Since joining, I’ve developed my technical skills, deepened my problem-solving instincts, and taken on the challenge of mentoring new apprentices. But beyond that, I’ve learned to communicate more flexibly, assert myself in unfamiliar situations and rely less on interpretation and more on instinct. That didn’t come from comfort – it came from being encouraged to push myself and try new things in a safe, supportive environment.
Stepping outside your comfort zone isn’t easy, but when the culture around you encourages it, it becomes the start of personal and team-wide development.
So, to anyone in the deaf community, or anyone whose strengths are too often overlooked, there is space for you in this industry. Manufacturing doesn’t just need people who can follow instructions. It needs people who think differently and bring new perspectives to old problems. Your unique ability might just be the thing that sets you apart.
If you’re looking for the next step in your career, it’s worth keeping an eye out for opportunities that align with your passions and interests with CCEP: www.ccep.jobs/en/ccep-uk
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