Southern Water
Operational Customer Service Associate
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Closing Date
2026-08-28
Job Advert
Operational Customer Service Associate
Location: Durrington, West Sussex (Office-based)
Salary: £27,000 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)
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:
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
- 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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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!
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills