24/7 Incident Communications Specialist

Southern Water; Durrington; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

15% shift allowance

Office-based role

Job summary

Southern Water is seeking multiple Operational Customer Service Associates to join our 24/7 Operations Control Centre in Durrington. You will monitor and manage customer communications around the clock, responding to live inquiries and issuing clear updates during operational events.

This office-based role supports incident response, customer insight, and timely information delivery to maintain trust and service quality.

Qualifications

• Strong communication skills and a calm, professional approach under pressure.
• Customer-focused with empathy and solutions-oriented mindset.
• Good IT literacy and ability to learn new systems quickly.

Responsibilities

• Respond promptly and professionally to customer enquiries across social media and digital channels.
• Handle customer calls outside normal hours, providing accurate information and support.
• Create and publish timely customer communications relating to incidents and service disruptions.
• Act as a link between Customer Services, Communications and operational teams for clear messaging.
• Represent the customer perspective within the Operations Control Centre and support decision making.
• Support incident response with coordinated customer updates during live events.

Skills

Strong communication

Customer service

IT literacy

Stakeholder engagement

Resilience under pressure

Job description

Southern Water is seeking multiple Operational Customer Service Associates to join our 24/7 Operations Control Centre in Durrington. You will monitor and manage customer communications around the clock, responding to live inquiries and issuing clear updates during operational events.

This office-based role supports incident response, customer insight, and timely information delivery to maintain trust and service quality.