[Hiring] Customer Service Coordinator @HRS Talent Solutions

Role Description

An unexpected service interruption creates a rush of questions. Customers want to know whether a planned appointment, access to an online service or a routine request is affected. This customer service position helps distribute approved updates and keeps incoming enquiries connected to the latest confirmed information. You will not investigate the cause of an outage or invent a restoration time. The value of the role is clear communication while the facts are changing.

• Before any notice goes out:
  • Check which service, customer group and dates the authorised update actually covers.
  • Compare the approved wording with the message prepared for the assigned channel.
  • Confirm that a correction replaces the earlier version when the process says it should.
  • Look for an outdated time or instruction in the next scheduled message.
  • Ask the service owner about a missing fact instead of filling the gap yourself.
  • Record when the notice was sent and which version was used.
• During the interruption:
  • Work can become busy when several people ask the same question at once. Use the current approved source rather than an earlier copied message.
  • The employer will show you how it labels updates and who authorises them.
  • You should be willing to pause a draft when the source changes, even if the reply is nearly ready. Accuracy matters more than sending an answer that is already out of date.
  • Your day may include these actions:
    • Send approved status wording through email or an assigned online customer channel.
    • Answer a routine question that is covered by the latest notice.
    • Ask for a customer reference only when the approved process needs one.
    • Note a question the notice does not answer and pass it to the service owner.
    • Keep open cases distinct from people who merely requested a copy of the notice.
    • Identify customers who were promised a follow-up under an existing case.
    • Update the case record when a confirmed new message has been shared.
• Office administration supports the communication. A reliable record should show the notice version, customer response and any handoff. When the interruption ends, do not close every case automatically. A customer may still have an account problem or a missed appointment that needs separate attention. Read the history, identify the unresolved issue and leave it in the correct queue. The difference between “service restored” and “customer issue resolved” matters.

Qualifications

• Clear writing skills.
• Attention to dates and versions.
• Calm prioritisation skills.
• Stable online access for remote work.
• Familiarity with customer records is helpful but not essential.

Requirements

• You will not make technical repairs or diagnose system failures.
• You will not approve refunds or alter contractual terms.
• You will not tell customers a service is restored until the authorised update confirms it.
• You will not replace an approved notice with your own explanation of what probably happened.
• You will not be expected to handle a safety or privacy concern without escalation guidance.
• You will receive training in the employer’s messages, systems and response boundaries.
• You can succeed here without previous incident-communications work.

Applying

Briefly describe how you would check that a message is still current before sending it. Experience handling several requests at once can come from a job, volunteering or study. There is no requirement to have supported an outage before; the employer will train you in its notices. If you are invited onward, you may need to complete the hiring company’s application through its website.