At a Glance
- Tasks: Be the voice of our customers, managing communications during operational incidents.
- Company: Join a dynamic team at a leading operations control centre.
- Benefits: Enjoy a competitive salary, generous pension, and health benefits.
- Other info: Flexible shift patterns with opportunities for internal progression.
- Why this job: Make a real impact on customer experience while developing valuable skills.
- Qualifications: Strong communication skills and a calm approach under pressure are essential.
The predicted salary is between 27000 - 27000 € per year.
Location: Durrington, West Sussex (Office-based)
Salary: £27,000 per annum, + 15% shift allowance
Contract Type: Permanent
Hours: 37 hours per week (12-hour shifts)
Shift pattern: 24/7 rotating shift
Be the voice of our customers – whenever they need us
Are you passionate about delivering exceptional customer service? Do you work well under pressure and have a talent for clear, timely communication? We are looking for a proactive and confident Operational Customer Service Associate to join our 24/7 Operations Control Centre. This role plays a vital part in keeping our customers informed during operational incidents, particularly outside of standard working hours.
What you’ll be doing
You will be part of a dedicated team responsible for monitoring and managing customer communications around the clock. This includes responding to real-time enquiries on social media, handling customer calls, and proactively issuing clear updates during operational events. You will work closely with Customer Services, the Communications team, and Operational Duty Managers to ensure that the voice of the customer is always represented.
Key responsibilities:
- Respond promptly and professionally to customer queries across social media, using the appropriate tone and messaging.
- Handle customer calls during out-of-hours periods, providing accurate information and reassurance.
- Create and publish proactive ‘broadcast’ messages about operational disruptions and incidents.
- Act as a key liaison between the Customer Services team, Communications, and operational stakeholders to ensure accurate and consistent messaging.
- Represent the customer’s perspective in the Operations Control Centre and contribute to decisions that impact customer communication.
- Support the Incident Communications team by delivering timely, clear, and coordinated updates during live incidents.
- Identify potential customer concerns early and take a proactive approach to reassurance and issue resolution.
- Suggest and implement improvements to how we communicate with customers, especially during emergencies.
What we’re looking for
We’re looking for someone with strong communication skills, a calm and professional approach under pressure, and the confidence to manage live situations. You will need to:
- Communicate clearly and calmly, particularly during high-pressure or time-sensitive situations.
- Be comfortable responding on public-facing digital channels, including social media.
- Be customer-focused with an empathetic, confident, and solutions-focused mindset.
- Be resilient, adaptable, and able to work independently – particularly during night shifts.
- Demonstrate good IT literacy and the ability to quickly learn new systems and platforms.
Previous experience in customer service, digital communications, emergency response, or operational environments would be beneficial but is not essential if you can demonstrate transferable skills.
Shift pattern overview
This role is part of a 6-person team working 12-hour shifts across a 24/7 rota. Your shift pattern will rotate and includes days, nights, standby days, and periods of rest.
Why join us?
This is an excellent opportunity to join a collaborative and fast-paced team, working at the heart of our operations. It’s a role where you can make a real difference to customer experience, while building valuable skills in communications, operations, and incident management. We believe in internal progression and development – as demonstrated by the career path of your predecessor. If you’re looking for a meaningful, customer-facing role with variety, ownership, and the opportunity to grow, we’d love to hear from you.
Please note: We reserve the right to close this vacancy early if we receive a sufficient number of applications. Apply promptly to secure your chance to be part of this exciting opportunity!
Our Benefits
- Company and performance-related bonus
- Generous pension with up to 11% company contribution
- Life assurance payment equal to four times your annual salary
- Health benefits through a Cash Plan
- Two paid community volunteering days a year
- 25 days annual holiday
- Occupational health service
- Retail discount app
- We offer competitive maternity leave, and flexible return to work options
Everybody Welcome
We value diversity and are committed to providing an inclusive and accessible recruitment process. If you require any reasonable adjustments to facilitate your participation in the recruitment process, please do not hesitate to let us know.
Need flexibility in your work?
Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role?
Operational Customer Service Associate employer: Southern Water group
Join our dynamic team in Durrington, West Sussex, where we prioritise exceptional customer service and employee growth. As an Operational Customer Service Associate, you'll enjoy a supportive work culture that values internal progression, alongside competitive benefits such as a generous pension scheme, life assurance, and opportunities for community volunteering. With a focus on collaboration and skill development, this role offers a meaningful chance to make a difference while advancing your career in a fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Customer Service Associate
✨Tip Number 1
Get to know the company! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about clear and calm communication, try role-playing with a friend or family member. It’ll help you feel more confident when handling those tricky customer queries.
✨Tip Number 3
Be proactive during interviews! Think of examples from your past experiences where you’ve successfully managed customer communications or resolved issues. This will demonstrate your problem-solving skills and customer focus.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team. Don’t wait too long, though – the closing date is coming up fast!
We think you need these skills to ace Operational Customer Service Associate
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for delivering exceptional customer service shine through. Use examples from your past experiences to demonstrate how you’ve gone above and beyond for customers.
Tailor Your Application:Make sure to customise your application to reflect the specific skills and qualities mentioned in the job description. Highlight your communication skills and ability to handle pressure, as these are key for the Operational Customer Service Associate role.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon. Remember, we want to see your personality, so don’t be afraid to let that come through in your writing!
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures it gets to the right people quickly and helps us keep track of all applications efficiently. Plus, it’s super easy!
How to prepare for a job interview at Southern Water group
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of an Operational Customer Service Associate. Familiarise yourself with the key tasks like handling customer queries on social media and managing communications during operational incidents. This will help you demonstrate your enthusiasm and readiness for the role.
✨Showcase Your Communication Skills
Since this role requires clear and calm communication, prepare examples from your past experiences where you've successfully managed customer interactions, especially in high-pressure situations. Practising how you articulate these scenarios can really impress the interviewers.
✨Demonstrate Problem-Solving Abilities
Think of instances where you've identified potential issues and proactively resolved them. Be ready to discuss how you would handle real-time customer concerns or operational disruptions. This shows that you’re not just reactive but also proactive, which is crucial for this position.
✨Ask Insightful Questions
Prepare a few thoughtful questions about the team dynamics, shift patterns, or how success is measured in the role. This not only shows your interest in the position but also helps you gauge if the company culture aligns with your values.
