Customer Service Social Media Associate
Customer Service Social Media Associate
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Job Description
Closing Date
16/04/2025Customer Service & Social Media Associate
Known internally as Operational Customer Service Associate
Location: Durrington West Sussex (office based)
Salary: 27000 per annum depending on skills and experience 15 shift allowance
Hours: 37 hrs
Working Pattern (Shifts):
24/7 Shift Rota
3day shifts 3 standby days 4 days off
4day shifts 2 standby days 4 days off 1 standby day
3night shifts 6 days off 1 standby day
4night shifts 7 days off
Are you passionate about customer service Do you thrive in a fastpaced 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
Were looking for a proactive and customerfocused Operational Customer Service Associate to join our dynamic team. Youll be stepping into the roles previously held by our valued colleague Sarah who has been transferred internallya testament to our commitment to career growth and development. Could you be our next success story
Your Role
As a Operational Customer Service Associate youll deliver exceptional 24/7 service ensuring customers are kept informed in real time. Youll 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 problemsolving. You will anticipate customer concerns preemptively address them and continuously seek innovative ways to enhance communication and service delivery.
You will work 12hour shifts covering 24 hours 7 days a week as part of a 6person team. After completing your training you will transition to your designated shift pattern.
Key Responsibilities
Engage with customers on social media responding promptly and effectively to their queries.
Take ownership of operational enquiries and see them through to resolution.
Provide proactive broadcast messages about service disruptions and incidents ensuring transparency and clarity.
Answer customer calls outside of standard call centre hours offering immediate assistance.
Serve as the voice of the customer in the Operational Control Centre ensuring their needs are represented in decisionmaking.
Work closely with the Operational Control Duty Manager and team members to put the customer first and find innovative solutions to improve service.
Act as a liaison between customer services and wider stakeholders to keep all parties informed of operational developments.
Think ahead to anticipate potential service issues and provide creative solutions to keep customers informed and reassured.
What Were Looking For
The ability to think fast react proactively and communicate clearly in highpressure situations.
A customerfirst approach with an empathetic and confident manner.
Strong IT skills and adaptability to new technologies.
An approachable resilient and problemsolving attitude that ensures customers feel supported and valued.
If this sounds like you wed love to hear from you! Please send us your CV. If you have more to say why not include a cover letter explaining why youre 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!
#LIJC1
Required Experience:
IC
Employment Type
Full-Time
