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Customer Service

4 months ago

Worthing, United Kingdom Southern Water Full time

Closing Date

03/12/2023

Customer Service & Social Media Associate

Location: Durrington, West Sussex

Perm/FTC: Permanent

**Salary**: Up to £27,500 per annum depending on skills and experience + 15% shift allowance

Hours: 37 hrs

Working Pattern (Shifts):

- 24/7 Shift Rota
- 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 shift + 7 days off

Are you customer service passionate? Do you love to know all the latest news and not afraid to get involved?

What if I tell you that you can be in the heart of our company, becoming a key part of our team in our 24/7 Operations Control Centre?

As a Customer Service & Social Media Associate you will be responsible for monitoring social media and identifying issues relating to or affecting Southern Water, responding promptly to our customers on customer service and reputational issues.

You will also be the liaison point between the wider customer services function and the communications team to make sure they are kept up to date with the latest on operational issues. During an incident, you will work closely with the incident communications team to make sure updates from the company are shared in a timely way until the situation is resolved.

This role will work 12 hour shifts, over 24-hours, 7 days a week rotation to provide a continuous information lead for social media to support operational, customer service and incident response delivery. You will be part of a team of 6, and after your training you will move to align to your own shift.

Accountabilities Estimated Time Spent
- On-shift responsibility for providing ‘broadcast’ messages about service disruption and incidents that affect our services and responding to and resolving customers information issues 70%
- Report daily on issues raised and responses provided, ensuring information is available before the start of each working day 5%
- Take customer calls outside customer service call centre hours 10%
- Liaise with, support, provide voice of customer within control centre decision making 10%
- Receive media enquiries outside hours, liaising with the media team to ensure a timely response is provided 5%

Ideally you will be IT savvy, approachable, confident, empathetic and able to manage challenge.

Desirable Knowledge Qualifications
- Great understanding of all relevant social media platforms and instant messaging.
- English and Maths, GCSE A-C desirable, but not essential.

If this is something you could see yourself doing, please send over your CV. if you feel you have more to say, why not send us a cover letter letting us know why you are the right person for the job.