[Hiring] Question Category Routing Assistant @HRS Talent Solutions

Role Description

This role helps sort written customer enquiries by their actual subject and sends them to the appropriate queue. You would read the message, check any relevant reference and choose from categories the employer has defined. The aim is to get a useful question to the right person with enough context to continue. The work is remote and online, with less emphasis on answering the question yourself than on a reliable first handoff.

• Categories should describe the issue, not the customer’s mood.
• A message may mention multiple issues; look past the opening phrase to identify the needed action.
• Follow the procedure for recording separate questions requiring different teams.
• Note uncertainty if available categories do not fit and consult a colleague.
• The best handoff is short and factual, preserving the original question.
• Examples of messages you might receive include:
  • Where is a form?
  • Order that has not arrived.
  • Note with insufficient information.
• The core routine includes:
  • Read the entire message before assigning it to a queue.
  • Check for a supplied reference and identify if there are two separate issues.
  • Use the employer’s routing guide to choose a destination.
  • Write a short note that preserves the original question.
  • Ask a colleague if the guide does not cover the issue.
• When an essential reference is missing, send a focused request for it under the team’s instructions.
• Record whether that question was sent and leave the case visibly awaiting information.
• The handoff should be understandable without a second classification exercise.

Qualifications

• No previous call centre or office administration experience required.
• Applicants with little formal experience are welcome; training will be provided.
• Ability to read attentively and write clear sentences.
• Handling routine computer tasks is essential.
• Customer service experience is an advantage but not a condition.
• Good fit for someone who enjoys organizing information.

Requirements

• Maintain accurate status of messages: routed, awaiting detail, and needing review.
• Ensure visibility of handoffs to colleagues.
• Quiet home office area to support focused reading and careful handling of personal information.

Benefits

• Remote work available on a full-time or part-time basis.
• Pay is £24.50–£26.50 per hour.
• Job does not involve setting service policy or making billing, product, or account decisions.

Your application

Please make any experience sorting enquiries, directing requests, or keeping a shared inbox organized easy to find. Similar work in a school, shop, or voluntary group is relevant. If you are new to the role, clear writing and willingness to learn the team’s routing rules are good starting points. If you’re selected for the next step, you may be asked to complete an application on the hiring company’s website.