[Hiring] Chat Conversation Continuity Assistant @HRS Talent Solutions

Role Description

This role focuses on customer questions that begin in an online chat and need a careful next step. Some can be answered from approved information while the customer is present. Others need a check by a colleague, a document sent later or a follow-up message once the necessary facts are available.

• Help keep the thread coherent so that a person does not have to repeat the same explanation each time they contact the team.
• A useful chat reply acknowledges the question, separates what is already known from what still needs checking, and records the next action.
• If another person takes over, the handoff needs to capture the reason for contact and what has already been discussed.
• The measure of a good interaction is whether the customer understands where the issue stands, rather than how quickly a chat window is closed.
• Read the current message and enough earlier context to avoid asking the same question again.
• Check for a missing reference, use approved help information to explain an ordinary process, and give a concise answer in language the customer can understand.
• Summarise the conversation for the next colleague if an account decision, complaint review, or specialist answer is needed.
• Mark the conversation complete only after the stated action or handoff has occurred.
• Identify separate points in a chat where a customer may describe several problems.
• Review a pending queue to ensure a promised follow-up has not been overlooked.

Qualifications

• Customer service experience is welcome, including retail or telephone support, but it is not required.
• Ability to write plainly, read carefully, and stay composed when a person is confused or frustrated.
• Familiarity with a particular chat product is unnecessary; comfort moving between a conversation and reference information is more useful.

Requirements

• Written judgement, within a defined remit.
• Ability to direct a person to the right online form when the guidance is clear.
• Follow the company’s handling process for sensitive details shared in chat.
• Habits used in office administration: a reliable note, a clear status, and a handoff that another person can understand.
• A home office area where you can concentrate on written conversations.

Benefits

• Hourly rate: £27.25–£29.25.
• Work remotely and learn the team’s expected approach to chats, records, and follow-ups.
• No requirement to sell products or make independent exceptions to company rules.

Pay and applying

Please use your CV to show any experience answering questions, writing helpful messages, or following through on a promise. If you have not worked in live chat before, say only what you have actually done; the platform can be learned. If you’re selected for the next step, you may be asked to complete an application on the hiring company’s website.