[Hiring] Return Instruction Support Assistant @HRS Talent Solutions

Role Description

The Return Instruction Support Assistant helps people locate and follow the company’s existing online return process. Responsibilities include:

• Checking the order reference and identifying applicable guidance.
• Answering routine written questions.
• Reading requests carefully before sending steps.
• Establishing the stage of the return process:
• No request has yet been submitted.
• A request exists but the next step is unclear.
• A case is awaiting a decision or another team’s answer.
• Handling routine cases, including:
• Checking the order reference and recorded stage.
• Directing new requests to correct online return instructions.
• Explaining where to find approved labels or documents.
• Asking for specific missing details when a request cannot be located.
• Recording customer questions and guidance supplied.
• Passing disputed eligibility or refund questions to the authorized team.
• Noting broken links or confusing instructions for correction.
• Explaining published steps without interpreting policy.
• Capturing facts for handoff when circumstances fall outside published steps.
• Referring onward when asked for:
• An exception to published return conditions.
• A decision about a refund or replacement.
• An interpretation of conflicting guidance.
• Maintaining online messages and case records.
• Writing with empathy, especially in disappointing or confusing situations.

Qualifications

• Prior returns or office administration experience is useful but not necessary.
• New applicants to customer service are welcome if they can follow written processes and communicate plainly.

Requirements

• A quiet home office for comparing customer messages with order records and help pages.
• Comfortable writing with empathy.

Benefits

• Hourly pay range: £26.25–£28.25.
• Remote position available for full-time or part-time hours.
• No independent refund authority is part of this introductory role.

Application Notes

If you have experience helping someone navigate instructions, that experience is valuable. Retail, hospitality, study, and voluntary settings can develop useful communication habits. The employer will provide training on its systems and guidance. If selected for the next step, you may be asked to complete an application on the hiring company’s website.