Operational Customer Service Associate

Southern Water; Worthing; On-site; GBP 28,000 - 29,000; Full time

Benefits offered by this job

Shift allowance

Job summary

Southern Water is recruiting an Operational Customer Service Associate to join the 24/7 Operations Control Centre. Based in Durrington, you will monitor and manage customer communications around the clock, handling calls and social media inquiries, and issuing clear updates during incidents.

You will work with Customer Services, Communications, and Duty Managers to ensure the customer voice is represented, even outside standard hours.

Qualifications

• Strong communication skills with a calm, professional approach under pressure.
• Comfortable responding on public-facing digital channels, including social media.
• Customer-focused with an empathetic, confident, solutions-driven mindset.
• Resilient, adaptable and able to work independently – especially on night shifts.

Responsibilities

• Respond promptly and professionally to customer queries across social media.
• Handle customer calls during out-of-hours periods with clear information and reassurance.
• Create and publish proactive messages about operational disruptions.
• Act as liaison between Customer Services, Communications and operational teams to ensure messaging accuracy.
• Represent the customer’s perspective in the Operations Control Centre and influence decisions impacting communications.
• Support the Incident Communications team with timely, coordinated updates during live incidents.
• Identify potential customer concerns early and drive proactive resolution and reassurance.
• Suggest improvements to how we communicate with customers during emergencies.

Skills

Communication

Public-facing communication

Customer-focused

IT literacy

Resilience

Job description

Closing Date 2026-08-28

Job Title: Operational Customer Service Associate

Location: Durrington, West Sussex (Office-based)

Salary: £28,554 per annum, + 15% shift allowance

Contract Type: 12 month FTC

Hours: 37 hours per week (12-hour shifts)

Shift pattern: 24/7 rotating shift (details below)

• Although this is shift work, there is the option to do permanent night shifts

Be the voice of our customers – whenever they need us

Are you passionate about delivering exceptional customer service? Do you work well under pressure and have a talent for clear, timely communication?

We are looking for a proactive and confident Operational Customer Service Associate to join our 24/7 Operations Control Centre. This role plays a vital part in keeping our customers informed during operational incidents, particularly outside of standard working hours.

You'll be stepping into a role previously held by a valued colleague who has progressed internally - a reflection of the growth opportunities we offer across our business. Could you be our next success story?

What You’ll Be Doing

You will be part of a dedicated team responsible for monitoring and managing customer communications around the clock. This includes responding to real-time enquiries on social media, handling customer calls, and proactively issuing clear updates during operational events.

You will work closely with Customer Services, the Communications team, and Operational Duty Managers to ensure that the voice of the customer is always represented.

Key Responsibilities

• Respond promptly and professionally to customer queries across social media, using the appropriate tone and messaging.
• Handle customer calls during out-of-hours periods, providing accurate information and reassurance.
• Create and publish proactive ‘broadcast’ messages about operational disruptions and incidents.
• Act as a key liaison between the Customer Services team, Communications, and operational stakeholders to ensure accurate and consistent messaging.
• Represent the customer’s perspective in the Operations Control Centre and contribute to decisions that impact customer communication.
• Support the Incident Communications team by delivering timely, clear, and coordinated updates during live incidents.
• Identify potential customer concerns early and take a proactive approach to reassurance and issue resolution.
• Suggest and implement improvements to how we communicate with customers, especially during emergencies.

What We’re Looking For

We’re looking for someone with strong communication skills, a calm and professional approach under pressure, and the confidence to manage live situations.

You Will Need To

• Communicate clearly and calmly, particularly during high-pressure or time-sensitive situations.
• Be comfortable responding on public-facing digital channels, including social media.
• Be customer-focused with an empathetic, confident, and solutions-focused mindset.
• Be resilient, adaptable, and able to work independently – particularly during night shifts.
• Demonstrate good IT literacy and the ability to quickly learn new systems and platforms.

Previous experience in customer service, digital communications, emergency response, or operational environments would be beneficial but is not essential if you can demonstrate transferable skills.

Shift Pattern Overview

This role is part of a 6-person team working 12-hour shifts across a 24/7 rota. Your shift pattern will rotate and includes days, nights, standby days, and periods of rest. Examples include:

• 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 shifts 7 days off

Full training will be provided before you move onto the shift pattern.

Why join us?

This is an excellent opportunity to join a collaborative and fast-paced team, working at the heart of our operations. It’s a role where you can make a real difference to customer experience, while building valuable skills in communications, operations, and incident management.

We believe in internal progression and development – as demonstrated by the career path of your predecessor. If you’re looking for a meaningful, customer-facing role with variety, ownership, and the opportunity to grow, we'd love to hear from you.