Closing Date
2025-07-19
Customer Service & Social Media Associate
(Known internally as Operational Customer Service Associate)
Location: Durrington, West Sussex (Office-based)
Salary: Up to £28,500 per annum, depending on skills and experience + 15% shift allowance
Hours: 37 hours per week (12-hour shifts)
Shift pattern: 24/7 rotating shift (details below)
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
Customer Service & Social Media 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.
Please note: We reserve the right to close this vacancy early if we receive a sufficient number of applications. Apply promptly to secure your chance to be part of this exciting opportunity!
