[Hiring] Service Enquiry Correspondence Assistant @HRS Talent Solutions

Role Description

Clear answers make a difference when a customer has already spent time trying to find the right information. In this remote role, you would handle straightforward written enquiries, check the available guidance and send useful replies that tell people what happens next. The focus is on careful customer service through email and online messages. You would not be expected to invent an answer, make policy exceptions or resolve matters outside the information and permissions you have been given.

The correspondence you would handle includes:

• An enquiry might ask whether a request was received, where to find an existing document, which details are needed to update a record or who can help with a question that needs specialist attention.
• The useful response is not necessarily a long one. It identifies the question, checks the facts available in the customer record or approved guidance, and gives the customer a clear next step.
• If there is more than one issue in a message, you would make sure each part is acknowledged or passed to the right colleague.

Typical activities include:

• Reading incoming email and online requests to identify the actual question and any missing details.
• Using approved information to answer routine questions in plain, courteous language.
• Checking the relevant customer record before repeating or changing information.
• Asking for a specific missing detail when a request cannot yet be handled accurately.
• Separating a simple information request from a complaint, account issue or decision that requires another team.
• Passing an unresolved item on with enough context that the next person can continue without starting again.
• Updating the case or message record after a reply or handoff.
• Reviewing a drafted response for spelling, tone, accuracy and the correct recipient.

What good handling looks like:

• A finished message should be easy for the customer to act on.
• It should avoid unexplained internal terms, say what has been confirmed, and distinguish that from anything still being checked.
• Where a matter goes to someone else, a useful internal handoff explains the customer’s question, the information already reviewed and the reason it needs further attention.

You would be able to rely on the employer’s instructions and ask a colleague when a rule or record is unclear. Training would cover the team’s online systems, approved responses and the point at which a case moves to another person. You are not expected to know a particular industry on day one. The role does require enough confidence with a computer to move between messages, guidance and customer records without losing track of the original question.

Qualifications

• Previous email support or office administration experience would be useful, but it is not required.
• Experience in writing clear messages in a shop, a voluntary role, a course or another setting may be relevant.
• We welcome applicants with little formal experience who can read closely, write understandably and follow a process while learning new tools.

Requirements

• Patience is important when a customer’s message is incomplete or frustrated.
• Comfort in taking a moment to check an answer, keeping a professional tone and treating personal details with care.
• Basic organisation skills to manage several conversations at different stages.
• Knowing when to ask for help instead of guessing.
• A home office space suitable for focused computer-based work.

Benefits

• Pay for this opening is £29.00–£31.00 per hour.
• Full-time and part-time arrangements may be available.
• The hiring team can explain the particular hours and working arrangements during the selection process.
• You would have a clear point of contact for questions about the team’s procedures as you learn the role.

Applying

Your CV can show any experience that involved written replies, accurate information handling or helping people understand a process. A previous customer service job is welcome, but an example of careful communication from another setting is equally relevant. There is no need to claim experience with a particular support platform if you have not used one. If you’re selected for the next step, you may be asked to complete an application on the hiring company’s website. That step, if requested, would be part of the employer’s own application process.