[Hiring] Public Comment Routing Assistant @HRS Talent Solutions

Role Description

A public question deserves a considered route. An organisation may receive public comments beneath its approved online posts. Some are ordinary questions that can be answered from published information, while others involve a personal account, a complaint, or a request that should move into a private customer service channel.

The Public Comment Routing Assistant reviews assigned comments and follows the employer’s response guidance. This remote job sits where marketing channels meet customer service; it is not a role in which you set moderation policy or speak for the company without approval.

• Understand what the comment asks.
• Identify the appropriate approved response or refer the matter to the team responsible.
• Use standard answers with attention to the actual question.
• Keep public replies factual and avoid implying knowledge of someone’s account.
• Direct individuals to an approved private route for personal details.
• Record handoffs for questions that need review.
• Flag potentially abusive or unsafe comments promptly.
• Read individual comments and use approved guidance for each.
• Check links and refer remaining issues without repeating them.
• Acknowledge concerns without promising resolutions.

Routine tasks may include:

• Review new comments in assigned online channels.
• Identify simple information requests with approved public answers.
• Provide correct links or next steps when authorised.
• Move account-specific questions toward an approved private contact route.
• Avoid repeating personal details posted publicly.
• Flag complaints or moderation questions for the responsible colleague.
• Record whether a response was given, referred, or still awaits review.
• Check follow-up comments before treating the thread as complete.

Qualifications

• Previous community support, retail customer service, or office administration experience is helpful but not required.
• Ability to read carefully, write courteously, and follow instructions.
• Judgement and clear writing skills.
• Willingness to escalate issues when necessary.

Requirements

• Computer-based work in a remote setting.
• A home office area that supports attention to public messages and internal case notes.
• Full-time and part-time arrangements may be available.
• Hourly pay of £31.25–£33.25.

Benefits

• Training on channel tools, approved replies, and escalation boundaries.

Applying for this role

If you have helped someone publicly find information while protecting personal details, make that experience clear. It need not have been on a social media team. The employer can teach its online tools; the starting strengths are judgement, clear writing, and a willingness to escalate. If you’re selected for the next step, you may be asked to complete an application on the hiring company’s website. Your initial application should show the communication tasks you have genuinely handled.