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
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Manage customer enquiries across email, app messaging, and digital platforms in a professional and timely manner
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Resolve queries at first point of contact wherever possible
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Take full ownership of enquiries from initial contact through to resolution
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Provide clear and accurate information while setting realistic expectations
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Minimise repeat contact by ensuring queries are fully resolved
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Communicate clearly, professionally, and confidently in writing
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Adapt tone and language to suit individual customer needs
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Ensure all responses are well-structured, accurate, and easy to understand
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Treat customers fairly and consistently, supporting positive outcomes
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Follow internal procedures, policies, and regulatory requirements
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Ensure all communications meet agreed quality standards (accuracy, tone, grammar, spelling)
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Complete data protection checks where required
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Maintain clear and compliant system records
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Follow appropriate processes for complaints, escalations, and complex queries
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Identify potential vulnerability and respond appropriately
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Adapt communication style to meet individual needs
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Follow internal processes to ensure appropriate support is provided
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Work towards performance targets, including:
- Quality Assurance (QA)
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Customer outcomes and satisfaction
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Productivity and workload management
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Actively engage with feedback and coaching
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Take ownership of personal development and continuous improvement
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Support the wider team with additional duties where required
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Remain flexible and open to changes in processes, priorities, and digital ways of working
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Strong written communication skills
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Ability to communicate clearly, professionally, and accurately in writing
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High attention to detail
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Ability to follow processes consistently
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Customer-focused approach with problem-solving ability
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Experience in a customer service or digital communications role
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Experience handling written enquiries (e.g. email, live chat)
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Understanding of regulated environments or financial services
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Experience managing complaints or complex queries
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Customer Focused: A commitment to putting customers first
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Ownership: Taking responsibility and accountability
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Integrity: Doing the right thing with fairness and honesty
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Collaboration & Improvement: Working as one team with a focus on continuous improvement
