Digital Customer Service Representative
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
AtSouth West Waterwe believe that the strongest businesses are built on solid stable foundations - with a vision and a culture that gives them the freedom to change improve and innovate.
Were proud to be responsible for providing reliable efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030 but weve also partnered with Wildlife Trusts National Parks and local partners to help ensure a better future for generations to come.
So if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed #JustAddWater.
Do you want to help shape our social presence Are you committed to delivering excellent customer service
We currently have a fantastic opportunity available for a Digital Customer Service Representative to join our Customer Service Digital team based in Exeter. You will join us on a permanent full-time basis and in return you will receive a competitive salary of 28171 per annum plus an additional 5% shift allowance equating to 1408 plus a range of excellent company benefits rewards.
About the role:
The Customer Service Digital team manage our company pages on Facebook Twitter and Instagram whilst also connecting with customers through WhatsApp and Web Chat platforms.
In this role youll be the voice of our company responsible for solving customers queries quickly and efficiently. You will talk to our customer through a variety of communication channels although primarily your focus will be dealing with customers via digital channels such as LivePerson (our online webchat service) and Sprout Social (our Social Media platform)
In return well support you with training provide opportunities to build close relationships with our Pennon Media Team and well have fun developing our social presence to give the best experience for our customers!
Shift Pattern:
Working 37 hours per week the role requires working on a fully flex rota basis including every 2 in 4 Saturday or Sunday.
Rota Schedules are always published well in advance and you can always speak with your colleagues to organise shift swaps where necessary
Our operating window is:
Monday to Sunday 07:00 22:00 (including bank holidays)
What youll be doing:
- Respond to customers on our social media and telephony platforms in a timely and effective manner
- Providing Live Person coverage and acting as an assistance point to offer resolution to customers and colleagues
- Taking ownership of customers issues relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers
- Identifying potential vulnerability (when relevant) via the customers communication channel of choice
- Explore social media groups to offer any additional support and guidance
- Work with other areas of the business to resolve customer issues
What we are looking for:
- Good knowledge of and experience of working on social media platforms
- Excellent customer service experience with proven ability to manage difficult conversations
- Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
- Experience in brand representation on digital and telephony platforms
- Previous experience of working in a regulated environment
- Excellent oral and written communication skills
- Proven analytical problem solving and cost-effective decision-making skills
- Experience of using Microsoft Office to complete daily tasks
- Evidence you can work under pressure delivering within timelines
- Self-motivation with an aptitude to continuously learn
- Demonstrate you can work as part of a team to achieve team goals
- Adaptable to change in a flexible fast paced working environment working well as part of a team
- Forward thinker who shows initiative and takes ownership
Whats in it for you:
- Generous holiday allowance plus bank holidays
- Buy or sell annual leave to offer you extra flexibility
- Buy a bike and safety equipment tax-free through our Cycle to Work scheme
- We offer free car parking at the majority of our sites
- Take up to 26 weeks additional maternity leave
- Share your parental leave and split your time off to care for your child how you choose
- Invest in Pennon Group Plc through our employee share schemes
- We support our people by offering a free confidential Employee Assistance Programme
- Look after your wellbeing with our Champion Health support platform
- Enjoy free eye tests and discounts on frames and lenses at Specsavers
- Enjoy access to thousands of deals and discounts on supermarkets high street shops online retailers travel eating out cinemas gyms and much more though Perkbox
- A range of group discounts: The Dell Advantage Programme Virgin Media Affinity Scheme Vodafone Advantage and more
- A discretionary Bonus
- Competitive Contributory Pension
At South West Water we dont all do the same job but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen return for our peoples hard work and commitment we offer an excellent range of benefits:
Closing Date: 21st October 2025
If you are looking for a new challenge please click apply now to be considered as our Digital Customer Service Representative - we look forward to receiving your application.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself we like it that way. Together we will build a culture of belonging where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care we value everyone we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
We're the water and wastewater service provider for around 1.8 million customers in Cornwall, Devon, parts of Somerset and Dorset and the Isles of Scilly.
