Digital Customer Communications Support
4 weeks ago
Are you passionate about customer service and looking for a role working with digital communications platforms such as Facebook and live chat systems, then read on as we are on the hunt for someone to join on a 12 month fixed term contract as a Digital Communications Customer Support.
**What will you be doing?**
In your role as Digital Customer Communications Support in the Customer Hub team, you’ll provide vital communications across various digital platforms for our customers.
**Day to day you’ll**
- Respond to customer contact through social media channels and live chat system
- Keep our online map updated to reflect current statuses of reported leaks
- Proactively use social media and the website to notify customers of operational issues that affect their service, both for water supply, billing and traffic messaging.
- Maintain our FAQ database to be reflective of customer needs
- Proactively and reactively send text messages to customers impacted by operational issues to aid in the successful completion of jobs and to reduce inbound contact to our Customer Services team.
- Compliment the use of social media and website channels with the corporate messaging, you’ll work closely with the communications team to ensure consistency and timing of messaging.
- Support wider customer hub teams with tasks and cross skill with other customer facing teams when availability allows.
- Monday -Friday working days on a shift pattern which will be made up a combination of 8-4 or 10-6 each week.
**What we’re looking for**
- Experience of working on digital channels
- Passionate about customer service and experience working with customers
- Excellent communication skills with a high level of verbal and written fluency.
- Great Interpersonal skills.
- Computer literate with MS Office skills
- Skills to update the website and digital channels
Importantly, you will need to demonstrate our core values: TRUST, SUPPORT, ACCOUNTABILITY, RESPECT, PROFESSIONALISM, PRIDE and AMBITION.
**What’s in it for you?**
As well as a great opportunity to develop in a local company, the role also offers:
- 5% bonus
- 23 days holiday, plus bank holidays
- Entry into the company pension scheme
- Flexible, supportive friendly working environment
- Opportunity for some home working
- Flexible benefits and access to discounts
- Paid volunteering day (2)
- Onsite parking, when you’re in the office
Since 1846, we’ve been making people healthier and the economy stronger. We’ve served generations of families and will serve generations to come.
We’re here to have a positive impact on people and the planet for generations. We don’t just give people water - we keep them healthy and help them grow. We work around the clock, testing our water hundreds of times every day.
We take this same view with our 600 employees, we don’t just give them jobs in water, we keep them healthy and help them grow.
**The best of both worlds**
We’re one of the smallest water companies in the UK. Being small means we’re nimble and can achieve things quickly for our customers and our people.
But while we’re small, we’re also part of a larger family. In June 2021 we became part of the Pennon group, which also owns South West Water and Bournemouth Water.
This means that as part of our team, you’ll get the best of both worlds - the dynamism and fast pace of a smaller company, along with the security and breadth of opportunity that comes with being part of a large organisation.
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