Closing Date
10/04/2025
Operational Customer Service Associate
Location: Durrington, West Sussex (office based)
Salary: £27,000 per annum depending on skills and experience + 15% shiftallowance
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 shifts + 7 days off
Are you passionate about customer service? Do you thrive in a fast-paced environment and love keeping people informed?
What if we told you that you could be at the heart of our company, playing a key role in our 24/7 Operations Control Centre?
We're looking for a proactive and customer-focused Operational Customer Service Associateto join our dynamic team. You’ll be stepping into the roles previously held by our valued colleague, Sarah who has been transferred internally—a testament to our commitment to career growth and development. Could you be our next success story?
Your Role
As aOperational Customer Service Associate, you’ll deliver exceptional 24/7 service, ensuring customers are kept informed in real time. You’ll play a crucial role in reputation management by actively engaging on social media, swiftly responding to operational enquiries, and proactively broadcasting service updates. Your role will involve working closely with the customer service function and communications team to provide timely and accurate updates on operational issues. During incidents, you will collaborate with the incident communications team to ensure that customers receive clear, consistent, and immediate updates until the situation is resolved.
This role requires a proactive mindset, the ability to think on your feet, and a creative approach to problem-solving. You will anticipate customer concerns, pre-emptively address them, and continuously seek innovative ways to enhance communication and service delivery.
You will work 12-hour shifts, covering 24 hours, 7 days a week as part of a 6-person team. After completing your training, you will transition to your designated shift pattern.
Key Responsibilities
1. Engage with customers on social media, responding promptly and effectively to their queries.
2. Take ownership of operational enquiries and see them through to resolution.
3. Provide proactive ‘broadcast’ messages about service disruptions and incidents, ensuring transparency and clarity.
4. Answer customer calls outside of standard call centre hours, offering immediate assistance.
5. Serve as the voice of the customer in the Operational Control Centre, ensuring their needs are represented in decision-making.
6. Work closely with the Operational Control Duty Manager and team members to put the customer first and find innovative solutions to improve service.
7. Act as a liaison between customer services and wider stakeholders to keep all parties informed of operational developments.
8. Think ahead to anticipate potential service issues and provide creative solutions to keep customers informed and reassured.
What We’re Looking For
9. The ability to think fast, react proactively, and communicate clearly in high-pressure situations.
10. A customer-first approach with an empathetic and confident manner.
11. Strong IT skills and adaptability to new technologies.
12. An approachable, resilient, and problem-solving attitude that ensures customers feel supported and valued.
If this sounds like you, we’d love to hear from you! Please send us your CV. If you have more to say, why not include a cover letter explaining why you’re the perfect fit for this role?
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!
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