At a Glance
- Tasks: Manage customer communications and respond to enquiries on social media, ensuring customer satisfaction.
- Company: Join a dynamic team at the heart of operations in Durrington, West Sussex.
- Benefits: Enjoy a competitive salary, shift allowance, and full training provided.
- Other info: Flexible shift patterns with opportunities for internal progression and career growth.
- 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 - 31050 £ per year.
Location: Durrington, West Sussex (Office-based)
Salary: £27,000 per annum, + 15% shift allowance
12 months fixed term contract. Hours: 37 hours per week (12-hour shifts)
Shift pattern: 24/7 rotating shift
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.
- 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
- Strong communication skills, a calm and professional approach under pressure, and the confidence to manage live situations.
- Ability to communicate clearly and calmly, particularly during high-pressure or time-sensitive situations.
- Comfortable responding on public-facing digital channels, including social media.
- Customer-focused with an empathetic, confident, and solutions-focused mindset.
- Resilient, adaptable, and able to work independently – particularly during night shifts.
- 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
- 3 day shifts → 3 standby days → 4 days off
- 4 day shifts → 2 standby days → 4 days off → 1 standby day
- 3 night shifts → 6 days off → 1 standby day
- 4 night shifts → 7 days off
Full training will be provided before you move onto the shift pattern.
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!
Operational Customer Service Associate in Worthing employer: Southern Water
Southern Water is an excellent employer, offering a dynamic work culture that prioritises environmental sustainability and compliance. With a focus on employee growth, the company provides opportunities for professional development in the utilities sector, all while enjoying the flexibility of a hybrid working model. Join us in making a meaningful impact on water management and environmental protection in a supportive and innovative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Customer Service Associate in Worthing
✨Tip Number 1
Get to know the company inside out! 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 the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer interaction, try role-playing scenarios with friends or family. This will help you stay calm and professional under pressure.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our awesome team!
We think you need these skills to ace Operational Customer Service Associate in Worthing
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant skills and experiences. We want to see how you can bring your unique strengths to the Operational Customer Service Associate role!
Show Off Your Communication Skills:Since this role is all about clear communication, don’t shy away from showcasing your writing style. Use a friendly yet professional tone in your application to reflect how you’d interact with customers.
Highlight Your Problem-Solving Abilities:We’re looking for someone who can handle live situations calmly. Share examples of how you've successfully resolved customer issues or managed stressful situations in the past to demonstrate your capability.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your application and get you one step closer to joining our team!
How to prepare for a job interview at Southern Water
✨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 responding to customer queries on social media and handling calls during out-of-hours periods. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
Since this role heavily relies on strong communication, prepare examples of how you've effectively communicated in high-pressure situations. Think about times when you had to reassure customers or manage live incidents. Practising these scenarios can help you articulate your experience clearly during the interview.
✨Demonstrate Your Customer Focus
Be ready to discuss how you prioritise customer needs and handle complaints. Share specific instances where you went above and beyond to ensure customer satisfaction. This will highlight your empathetic and solutions-focused mindset, which is crucial for this position.
✨Prepare for Shift Work Questions
Given the 24/7 rotating shift pattern, be prepared to discuss your flexibility and adaptability. Think about how you manage your time and maintain a work-life balance while working night shifts or standby days. Showing that you're comfortable with the shift pattern will reassure the interviewers of your commitment.
