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Customer Service and Social Media Associate

Employer
Southern Water
Location
Durrington, West Sussex
Salary
Up to £26,000 per annum depending on skills and experience plus 15% Shift entitlement
Closing date
2 Feb 2022

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Sector
Energy, Utilities
Function
Customer Service
Contract Type
Permanent
Hours
Full Time

Job Details

Customer Service and Social Media Associate

Location / Base of Work:

West Durrington, West Sussex

Employment type:

Permanent

Description:

Why Water?
Without water, life as we know it would be impossible. Every day, we rely on it for drinking, washing and cleaning. It helps create the energy we need for heat and light. It’s also essential to the products we enjoy and the natural world we depend upon.
Yet the South East faces a future of more people and less water. Our population is growing fast, and climate change is bringing greater risk of both drought and flooding.
In the water industry, your work will help to address these challenges and give people access to sustainable, high-quality water and wastewater services for decades to come.
The South East is also home to over 700 miles of coastline, two National Parks, four Areas of Outstanding Natural Beauty and some of the world’s rarest chalk streams. As well as working within these breath-taking environments, your activities will help preserve them for generations to come.

Why Southern Water?
Each day, over four million people across Sussex, Kent, Hampshire and the Isle of Wight count on us for their essential water or wastewater services. Our work is vital, because we’re providing water for life.
Do you want to make a difference? At Southern Water, you work will help to enhance health and wellbeing, protect and improve the environment and sustain the economy. You’ll also play an important role in helping us deliver a resilient water future for the South East.
Are you a natural collaborator with a strong moral compass and high standards? If so, you’ll fit right in. Everything we do is underpinned by three values: succeeding together, doing the right thing and always improving.
Do you want to bring your authentic self to work every day? We do too. That’s why we’re building an inclusive culture and are proud to offer equal opportunities regardless of age, cultural background, disability, gender, marital status, nationality, political belief, race, religion or sexual orientation. We believe the unique perspectives and experiences each of us brings make us stronger.

About the Role:
Job Title: Customer Experience Associate
Salary: Up to £26,000 per annum depending on skills and experience plus 15% Shift entitlement
Location: Durrington, West Sussex
Perm/FTC: Permanent
Hours: 37 Hours per week. 24/7 Shift rota

Role Overview:
Southern Water are hiring for Customer Experience Associates. There are currently 4 available positions. The main aspect of the role will be to provide 24/7 service to customers from within the Operations Control Centre, ensuring a dedicated and effective customer information service on social media and provide real time information for other customer channels.

The Customer Experience Associate is responsible for monitoring social media and identifying issues relating to or affecting Southern Water, responding promptly to our customers on customer service and reputational issues. They will have an important role in alerting the Duty Manager and others to the potential for a customer service issue and starting the engagement with them. They will be the liaison point between the wider customer services function and the communications team to make sure they are kept up to date with the latest on operational issues. During an incident, they will work closely with the incident communications team to make sure updates from the company are shared in a timely way until the situation is resolved. Out of hours, when the customer service centre is closed, they will also take incoming customer calls.
This role will work 12-hour shifts, over 24-hour, 7 day a week rotation to provide a continuous information lead for social media to support operational, customer service and incident response delivery. A comprehensive benefits package will come with the position, including eligibility for a company bonus.

Role Accountabilities/Time Spent %
• On-shift responsibility for providing ‘broadcast’ messages about service disruption and incidents that affect our services and responding to and resolving customers information issues 65%
• Report daily on issues raised and responses provided, ensuring information is available before the start of each working day 10%
• Take customer calls outside customer service call centre hours 10%
• Liaise with, support, provide voice of customer within control centre decision making 10%
• Receive media enquiries outside hours, liaising with the media team to ensure a timely response is provided 5%

Person Specification:
We are looking for individuals who have a passion and drive to deliver first rate customer service, who can innovate to exceed our customers expectations. This role can be super-fast-paced within a high-pressure environment therefore the right candidate will need be resilient and agile. You will need to have a keen eye for details and display excellent punctuation skills.
If you feel that you are the right person for the role, we’d love to hear from you.

Skills & Competencies
• Experience of online social media interaction with customers
• Fantastic communication skills both written and verbal
• Confidence to know when and how to escalate any issues or process improvements to the wider business areas
• A natural multi-tasker, keeping track of multiple concurrent queries and responses
• Proactive, can-do attitude
• IT literate with Microsoft office applications and demonstrable experience of learning new applications

Knowledge Qualifications
• Great understanding of all relevant social media platforms and instant messaging
• English and Maths GCSE A-C desirable, but not essential
Privacy Statement:
Please note: If you are an existing Southern Water employee, you will need to confirm within your application that your Manager is aware of your application.

All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process. If you do not meet these criteria, your application will not be considered

By submitting your details to this position at Southern Water, you are also agreeing to share your details with Gattaca PLC who are the managed service provider for all recruitment with the Southern Water Business. Should you wish to see the Gattaca PLC privacy policy please go to https://www.gattacaplc.com/help/privacy-statement

Company

Each day, over four million people across Sussex, Kent, Hampshire and the Isle of Wight count on us for their essential water or wastewater services. Our work is vital, because we’re providing water for life.

Right now, we’re on an exciting journey – we’re undergoing a transformation that touches every part of our business. We’re making changes to our people, processes and systems to better serve our customers and deliver a resilient water future for the South East. You can be a part of that change. 

Do you bring sector experience or a fresh perspective? To help us transform, we’ve appointed people from the water industry and beyond – including retail, energy and telecoms. Whether your background is in utilities or elsewhere, we’re keen to draw on different experiences, knowledge and skills to help us better serve our customers.

Do you strive to do your best and bring out the best in others? Three values are at the heart of our transformation and underpin everything we do: succeeding together, doing the right thing and always improving. If you’re a natural collaborator with a strong moral compass and high standards, you’ll fit right in.

Do you want to make a difference? As well as playing a leading role in maintaining our essential services for customers, you’ll contribute towards the important outcomes of our transformation. These include: improving our environmental performance, rebuilding trust and improving our relationships with our regulators.

Do you believe everyone should be accepted for who they are? We do too. That’s why we’re building an inclusive culture and are proud to offer equal opportunities regardless of age, cultural background, disability, gender, marital status, nationality, political belief, race, religion or sexual orientation. We believe the unique perspectives and experiences each of us brings make us stronger.

Take a look at just some of our Company Benefits:

  • Holiday - You’re entitled to 25 paid days off a year, plus eight Bank Holidays. If you’re part time you’ll receive the same on a pro rata basis.
  • Bonus - We offer a discretionary bonus to everyone. We need to meet our company annual targets and therefore the amount you receive depends on how you and the business perform over the year.
  • The percentage of bonus eligibility is based on role level and will be included in your offer letter
  • Pension – Defined Contribution Scheme - The plan helps you save for retirement by making monthly, tax-free contributions through your pay. The company will pay in an additional amount, up to 11% of your pensionable pay, depending on the level you wish to contribute.
  • Life Assurance - All employees are automatically covered for a two times salary death in service lump sum, except for final salary scheme members, whose benefit is defined in their rules
  • Health Cash Plan - Your health and wellbeing are really important to us. We’ll pay for you (and up to four children) to join the Health Cash Plan currently provided by Bupa, which gives you money back for your everyday health costs, from dental check-ups and prescriptions to the cost of glasses or treatments. Optionally you can pay to upgrade your plan, adding a partner or increasing your level of cover,
  • Wellbeing - We’re here to support your wellbeing at work and at home. If you use a screen at work, you’ll get a free eye test voucher, and every year we’ll offer you a free flu jab (usually in November). We run a full calendar of wellbeing events throughout the year, and you also have access to the following services:
  • Employee Assistance Programme - The Employee Assistance Programme gives you quick confidential access to guidance and advice on a range of subjects, including debt, care for children and the elderly, work-related concerns, or personal, domestic, emotional or health issues, plus lots more. The programme is currently provided by BUPA, an independent organisation which treats all enquiries with the strictest confidence.
  • Occupational health service -  Our occupational health service is here to help all of us prevent illness and days off sick. As well as sharing useful information about work-related health, the service also helps ensure we follow health and safety guidelines.
  • Sports and social clubs – We have a number of social clubs that organise events and trips and other company wide or local activities
  • Tax free bike scheme - Through cyclesolutions.co.uk we’re part of the government’s tax-free bike scheme, which gives you the opportunity to obtain a bike with regular deductions from your salary.
  • Childcare vouchers Whether you have toddlers or teens, you could get support from either the Government Tax Free Childcare Scheme (TFC) or the SW Employer Childcare Voucher Scheme
  • Lifestyle vouchers - Save money when you spend – Perkbox is an online platform designed to give access to hundreds of perks and discounts on a huge range of high street products and services, including food, travel, cinema tickets, attractions, beauty, wellbeing, fashion, home and motoring.
  • Charity and volunteering There are loads of ways to get involved with the charities and community projects we support across our region.  Our community volunteer programme means you can use two of your working days each year to support a worthwhile scheme or project. With give as you earn, you can donate directly from your pay to the charity of your choice, tax-free.  Our company charities are nominated and voted for by you each year, and you’ll have various opportunities to support them during working hours. We also have a long relationship with the national charity WaterAid, which aims to introduce life-saving water and sanitation systems around the world.
Company info
Website
Location
Southern Water
PO Box 41
Worthing
BN13 3NZ
GB

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