Customer Communications Administrator - E-Communications Team

Liverpool | Hybrid Working Available | Full Time | 35.75 Hours Per Week

Working Hours: Monday-Friday on a rota basis between 8:00am and 6:00pm

Benefits

• Private Healthcare
• Competitive Pension Scheme
• Generous Holiday Allowance
• Employee Assistance & Wellbeing Support
• Hybrid Working
• Ongoing Training & Career Development
• Supportive and Collaborative Team Environment
• Long-Term Career Progression Opportunities

The Opportunity

Our client is a well-established organisation within the health and wellbeing sector and is seeking a Customer Communications Administrator to join their E-Communications Team.

This is an excellent opportunity for someone who enjoys delivering outstanding customer service through digital channels. As part of the E-Communications team, you'll be responsible for managing customer enquiries across email, app messaging and other online platforms, ensuring customers receive clear, accurate and professional support at every stage of their journey.

Working within a regulated environment, you'll play an important role in resolving enquiries efficiently, providing positive customer outcomes and maintaining high standards of written communication.

Key Responsibilities

• Manage customer enquiries across email, app messaging and digital communication channels.
• Take ownership of enquiries from initial contact through to resolution.
• Resolve customer queries efficiently, aiming for first-contact resolution wherever possible.
• Produce professional, accurate and customer-friendly written responses.
• Adapt communication style to meet individual customer needs.
• Ensure all communications meet quality standards for accuracy, grammar, tone and compliance.
• Complete relevant data protection and verification checks before handling customer information.
• Escalate complaints, specialist enquiries and complex cases when appropriate.
• Maintain accurate customer records and system notes.
• Identify vulnerable customers and ensure appropriate support is provided.
• Contribute to continuous improvement initiatives and enhancements across the E-Communications function.

About You

Essential Skills & Experience

• Excellent written communication skills.
• Strong attention to detail, including spelling, grammar and accuracy.
• Ability to communicate professionally and confidently in writing.
• Customer-focused approach with strong problem-solving skills.
• Ability to follow processes, procedures and regulatory requirements consistently.
• Strong organisational skills and the ability to manage multiple enquiries effectively.

Desirable Skills & Experience

• Previous experience in a customer service, customer support or digital communications role.
• Experience handling customer enquiries via email, live chat, messaging platforms or other digital channels.
• Experience working within a regulated environment.
• Exposure to complaints handling or managing more complex customer enquiries.

What's On Offer?

This is a fantastic opportunity to join an organisation that genuinely invests in its people and offers a supportive environment where employees can develop their skills and build long-term careers. You'll be part of a growing E-Communications team focused on delivering seamless, high-quality digital customer experiences.