Customer Communications Administrator
Liverpool City Centre
£24,740 per annum
35.75 hours per week (Monday - Friday, between 08:00 - 18:00)
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Health Cash Plan - claim back everyday healthcare costs such as dental, optical and physiotherapy
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Medicash Extras - discounts on shopping, travel, dining, entertainment and more
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Employee Assistance Programme (EAP)
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Generous pension scheme - up to 9.5% employer contribution
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Minimum 26 days holiday + bank holidays
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Life Assurance - 3x salary
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Performance-related bonus
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Colleague Savings Scheme
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Hybrid working
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Interest-free travel loans
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Cycle to Work scheme
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Discounted parking (Q-Park)
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Enhanced maternity & paternity pay
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Company paid sick pay
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Long service awards
We're recruiting on behalf of a well-established, purpose-driven organisation based in Liverpool city centre. As part of a growing customer communications team, you'll deliver high-quality written support across digital channels including email and app messaging.
This role is perfect for someone who enjoys written communication, solving problems, and providing excellent customer service within a supportive and collaborative team environment.
Customer Support
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Manage customer enquiries across digital channels in a professional and timely way
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Resolve queries at first point of contact where possible
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Take ownership of enquiries from start to resolution
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Provide clear and accurate information while setting expectations
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Reduce repeat contact through effective resolutions
Customer Experience
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Communicate clearly, professionally and with empathy in all written responses
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Adapt tone and language to suit individual customers
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Ensure messages are accurate, structured and easy to understand
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Deliver fair and positive customer outcomes
Process, Quality & Compliance
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Follow internal policies and regulatory requirements
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Maintain high standards of grammar, accuracy and attention to detail
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Carry out data protection checks before handling sensitive information
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Keep clear and compliant system records
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Follow procedures for complaints and escalations
Supporting Customers
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Identify vulnerable customers and respond appropriately
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Adapt communication style to meet individual needs
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Ensure appropriate support is provided at all times
Performance & Development
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Work towards targets including quality, customer satisfaction and productivity
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Engage with feedback and coaching
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Take ownership of personal development and continuous improvement
Essential
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Strong written communication skills
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Excellent attention to detail
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Ability to follow processes consistently
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Customer-focused with a problem-solving mindset
Desirable
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Experience in customer service or digital communications (email/live chat)
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Exposure to regulated environments
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Experience handling complaints or complex queries
