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Customer Service
2 months ago
Closing Date
2024-07-08Customer Service & Social Media Associate
Location: Durrington, West Sussex
Perm/FTC: Permanent
Salary: Up to £28,500 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?
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?
We're on the lookout for 2 Customer Service & Social Media Associates to join our team, filling the shoes of our valued colleagues Sam and Steff, who have been internally promoted. At our organization, we take pride in fostering career growth and development, offering opportunities to progress upwards or explore various functions within the company. Could you be our next Sam and Steff?
As a Customer Service & Social Media Associate, you will provide a 24/7 service to customers, operating within the Operations Control Centre, ensuring a dedicated and effective customer and reputation management service on social media. 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.
Your main responsibilities will be to engage with customers on social media and take ownership of the operational enquiries that come in and see them through to resolution. You will be responsible for providing ‘broadcast’ messages about service disruption and incidents that affect our services, taking customer calls outside customer service call centre hours, and liaising with and supporting the control centre decision-making process by providing the voice of the customer.
You will work closely with the Operational Control Duty Manager and other members of the team in putting the customer first and striving to develop new and innovative ways of achieving this. You will be the liaison point between customer services and wider stakeholders to make sure everyone is kept up to date with the latest on operational issues and support on the customer journey.
You should have a great understanding of all relevant social media platforms and instant messaging. English and Maths GCSEs (grades A-C) are desirable but not essential. Ideally, you will be IT savvy, approachable, confident, empathetic, and able to manage challenges.
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.
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