Operational Customer Service Associate in Worthing

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:

• 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:

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.

Examples include:

• 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!