24/7 Customer Operations & Communications Specialist

Southern Water; Worthing; Presencial; GBP 22.000 - 28.000; Jornada completa

Descripción de la vacante

Southern Water is seeking proactive Operational Customer Service Associates for its 24/7 Operations Control Centre. You’ll monitor customer inquiries across channels, provide timely incident updates and support cross‑team communication during planned and unplanned events.

You will work on nights and day shifts, ensuring accurate information is shared and customer trust is maintained. Previous experience in customer service or digital communications is beneficial.

Formación

• Experience in customer service, digital communications or emergency/operational environments.
• Ability to communicate clearly with customers and stakeholders in real time.
• Willingness to work across 24/7 rota and night shifts.

Responsabilidades

• Respond promptly and professionally to customer enquiries across social media and digital channels.
• Handle customer calls outside normal hours, providing accurate information and reassurance.
• Create and publish timely customer communications relating to operational incidents and service disruptions.
• Act as a bridge between Customer Services, Communications and operational teams with clear messaging.
• Represent the customer perspective within the Operations Control Centre during live events.
• Support incident response activities with coordinated customer updates.
• Engage with managers and leaders to provide customer insights and raise concerns.
• Identify opportunities to improve customer communications and operational processes.

Conocimientos

Clear communication

Calm under pressure

Customer service

Stakeholder engagement

Social media management

Public-facing communication

IT literacy

Herramientas

CRM software

Social media platforms

Descripción del empleo

Southern Water is seeking proactive Operational Customer Service Associates for its 24/7 Operations Control Centre. You’ll monitor customer inquiries across channels, provide timely incident updates and support cross‑team communication during planned and unplanned events.

You will work on nights and day shifts, ensuring accurate information is shared and customer trust is maintained. Previous experience in customer service or digital communications is beneficial.