Operational Customer Service Associate

Operational Customer Service AssociateApplylocations: Worthingtime type: Full timeposted on: Posted Todaytime left to apply: End Date: May 25, 2026 (12 days left to apply)job requisition id: JR8346 Closing Date 2026-05-25Operational Customer Service Associate Location: Durrington, West Sussex (Office-based) Salary: £27,000 per annum, + 15% shift allowanceContract Type: Permanent 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: 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 offFull 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! Interested in the role? We reserve the right to close this advertisement early if we receive a high volume of suitable applications, so if you are interested in the position please do send your application over today to ensure consideration. We truly appreciate every application. Please note, that due to the volume of interest, we may not be able to provide personalised feedback to all applicants. Our Benefits Company and performance-related bonus Generous pension with up to 11% company contribution Life assurance payment equal to four times your annual salary Health benefits through a Cash Plan Two paid community volunteering days a year 25 days annual holiday Occupational health service Retail discount app We offer competitive maternity leave, and flexible return to work options Everybody Welcome We value diversity and are committed to providing an inclusive and accessible recruitment process. If you require any reasonable adjustments to facilitate your participation in the recruitment process, please do not hesitate to let us know. Need flexibility in your work? Does this opportunity excite you but you're not 100% sure if you meet all the requirements for the role? Or are you concerned that 'normal' office hours aren't possible given your personal circumstances? Whilst we can't accommodate every flexible working request, we'll try to find a practical solution. So why not engage with us and find out more about this role?