Customer Communications Administrator

Reporting to: Team Leader - Customer Communications
Salary: £24,740 per annum
Working Hours: Between 08:00 - 18:00, Monday to Friday
Hours: 35.75 per week

Main Responsibilities to Include:

Supporting Customers

• Manage customer enquiries across email, app messaging, and digital platforms in a professional and timely manner
• Resolve queries at first point of contact wherever possible
• Take full ownership of enquiries from initial contact through to resolution
• Provide clear and accurate information while setting realistic expectations
• Minimise repeat contact by ensuring queries are fully resolved

Delivering a Great Experience

• Communicate clearly, professionally, and confidently in writing
• Adapt tone and language to suit individual customer needs
• Ensure all responses are well-structured, accurate, and easy to understand
• Treat customers fairly and consistently, supporting positive outcomes

Process, Quality & Compliance

• Follow internal procedures, policies, and regulatory requirements
• Ensure all communications meet agreed quality standards (accuracy, tone, grammar, spelling)
• Complete data protection checks where required
• Maintain clear and compliant system records
• Follow appropriate processes for complaints, escalations, and complex queries

Supporting Vulnerable Customers

• Identify potential vulnerability and respond appropriately
• Adapt communication style to meet individual needs
• Follow internal processes to ensure appropriate support is provided

Quality & Continuous Improvement

• Work towards performance targets, including:
  • Quality Assurance (QA)
  • Customer outcomes and satisfaction
  • Productivity and workload management
• Actively engage with feedback and coaching
• Take ownership of personal development and continuous improvement

Flexibility & Business Needs

• Support the wider team with additional duties where required
• Remain flexible and open to changes in processes, priorities, and digital ways of working

Knowledge, Skills & Experience

Essential

• Strong written communication skills
• Ability to communicate clearly, professionally, and accurately in writing
• High attention to detail
• Ability to follow processes consistently
• Customer-focused approach with problem-solving ability

Desirable

• Experience in a customer service or digital communications role
• Experience handling written enquiries (e.g. email, live chat)
• Understanding of regulated environments or financial services
• Experience managing complaints or complex queries

Core Values

• Customer Focused: A commitment to putting customers first
• Ownership: Taking responsibility and accountability
• Integrity: Doing the right thing with fairness and honesty
• Collaboration & Improvement: Working as one team with a focus on continuous improvement