Generous holiday
Flexible benefits
Pension scheme

Digital Customer Communications Support

Salary £24,032.20
Location Bristol
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.

Are you passionate about customer service and looking for a role working with digital communications platforms such as Facebook and live chat systems?

 

What will you be doing?

In your role as Digital Customer Communications Support in the Customer Hub team, you’ll provide vital communications across various digital platforms for our customers.

 

Day to day you’ll…

  • Respond to customer contact through social media channels and live chat system
  • Review all reported leaks through our website, logging them on our corporate system and responding to customers either by telephone or by return email
  • Keep our online map updated to reflect current statuses of reported leaks
  • Proactively use social media and the website to notify customers of operational issues that affect their service, both for water supply, billing and traffic messaging.
  • Maintain our FAQ database to be reflective of customer needs
  • Proactively and reactively send text messages to customers impacted by operational issues to aid in the successful completion of jobs and to reduce inbound contact to our Customer Services team.
  • Compliment the use of social media and website channels with the corporate messaging, you’ll work closely with the communications team to ensure consistency and timing of messaging.
  • Support wider customer hub teams with tasks and cross skill with other customer facing teams when availability allows.
  • Monday -Friday working days on a shift pattern which will be made up a combination of 8-4 or 10-6 each week.

 

What we’re looking for…

  • Experience of working on digital channels 
  • Passionate about customer service and experience working with customers
  • Excellent communication skills with a high level of verbal and written fluency.
  • Great Interpersonal skills.
  • Computer literate with MS Office skills
  • Skills to update the website and digital channels

Importantly, you will need to demonstrate our core values: TRUST, SUPPORT, ACCOUNTABILITY, RESPECT, PROFESSIONALISM, PRIDE and AMBITION.

 

What’s in it for you?

As well as a great opportunity to develop in a local company, the role also offers:

  • Up to 5% bonus
  • Weekly on call rota 1 in 7 with £136 standby fee (increasing to £197 for weeks with two bank holidays) plus overtime for any call outs
  • Opportunity to increase your earnings through overtime and the picking up additional standby weeks
  • 31 days holiday including bank holidays
  • Opportunity to buy or sell annual leave to offer you extra flexibility
  • Hybrid working opportunities once fully trained
  • Free car parking for when you’re in the office
  • Invest in Pennon Group plc through our employee share schemes
  • Support with your wellbeing, and a free, confidential Employee Assistance Programme
  • Flexible benefits scheme
  • 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
  • Competitive Contributory Pension scheme
  • And plenty more

 

Since 1846, we’ve been making people healthier and the economy stronger. We’ve served generations of families and will serve generations to come. 

We’re here to have a positive impact on people and the planet for generations. We don’t just give people water - we keep them healthy and help them grow. We work around the clock, testing our water hundreds of times every day. 

We take this same view with our 600 employees, we don’t just give them jobs in water, we keep them healthy and help them grow.

The best of both worlds 

We’re one of the smallest water companies in the UK. Being small means we’re nimble and can achieve things quickly for our customers and our people. 

But while we’re small, we’re also part of a larger family. In June 2021 we became part of the Pennon group, which also owns South West Water and Bournemouth Water.  

This means that as part of our team, you’ll get the best of both worlds – the dynamism and fast pace of a smaller company, along with the security and breadth of opportunity that comes with being part of a large organisation. 

Your wellbeing

Employee wellbeing is important to us, which is why all employees have access to Champion Health, an award winning wellbeing app, 24/7 access to an anonymous EAP helpline, free flu jabs and health assessments plus regular talks, seminars & webinars on topics ranging from financial wellbeing, to menopause and mental health.

Travel

As well as a discounted car purchase scheme, Employees can apply for an interest free loan to purchase an annual season ticket or for those who would like a more active option, we operate a cycle to work scheme too!

Family-friendly policies

We have a number of family friendly policies, plus for peace of mind should the worse happen, all roles come with Life Assurance and entry into the Group Income protection scheme.

Generous holiday allowance

Our annual leave provision starts with at least 23 days for new employees plus bank holidays, rising to as much as 30 days. You can also buy and sell up to 5 days per year too.

Pensions &
savings

All employees are eligible for the company stakeholder pension scheme, with the company contributing up to 8%. On top of this, as we are part of the Pennon group, every employee has the opportunity to invest in the company via 2 different share schemes.

Flexi-benefit
schemes

Our staff have the ability to purchase the following benefits – Dental Insurance, Health plans, Health Screenings, Childcare vouchers, Will writing services for both themselves and their partner. You can also add in the ability to buy or sell up to 3 days of holiday.

Discretionary bonus scheme

Everybody in the business is eligible for an annual bonus, this is linked to both the company and on your own personal performance and achievements.

Various
discounts

We know life is expensive right now, which is why every employee has access to a discount platform where you can get discount vouchers and cards of up to 10% off most high street retailers – and some local ones too!

Other
benefits

Dependent on your role, some other benefits include: Car allowance or company car / van, healthcare, mobile phone, laptop etc. In addition, we have several benefits you can purchase at discounted rates / via salary sacrifice such as Dental care, health cash plans, will writing etc.

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