Adaptable Recruitment
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 & ExperienceEssential
- 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
To apply for this job please visit www.reed.co.uk.
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