At a Glance
- Tasks: Manage customer enquiries and resolve queries through digital platforms.
- Company: Join a dynamic team focused on customer satisfaction and continuous improvement.
- Benefits: Competitive salary, supportive work environment, and opportunities for personal development.
- Other info: Flexible working hours with a focus on teamwork and collaboration.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Strong written communication skills and a customer-focused approach.
The predicted salary is between 24740 - 24740 £ per year.
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
Customer Communications Administrator in Liverpool employer: ADAPTABLE RECRUITMENT LTD
As a Customer Communications Administrator, you will thrive in a supportive and dynamic work environment that prioritises customer satisfaction and employee development. Our company fosters a culture of collaboration and continuous improvement, offering opportunities for personal growth while ensuring a flexible work-life balance. Located in a vibrant area, we provide a competitive salary and a commitment to treating our employees with fairness and integrity, making us an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Communications Administrator in Liverpool
✨Tip Number 1
Get to know the company culture! Before your interview, check out their website and social media. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how you can demonstrate your customer-focused approach and problem-solving skills.
✨Tip Number 3
Be ready to share examples! Think of specific situations where you've successfully managed customer enquiries or resolved complaints. This will highlight your experience and show you can deliver a great customer experience.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer Communications Administrator in Liverpool
Some tips for your application 🫡
Show Off Your Writing Skills:Since the role is all about clear and professional communication, make sure your application reflects that. Use proper grammar, spelling, and a friendly tone to showcase your written communication skills right from the start.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to highlight your relevant experience in customer service and digital communications. We want to see how you can bring your unique skills to our team.
Be Clear and Concise:When writing your application, keep it structured and to the point. Avoid fluff and focus on what makes you a great fit for the Customer Communications Administrator role. Remember, clarity is key!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at ADAPTABLE RECRUITMENT LTD
✨Know Your Customer Communication Skills
Make sure you highlight your strong written communication skills during the interview. Prepare examples of how you've effectively managed customer enquiries in the past, especially through email or live chat. This will show that you can communicate clearly and professionally, which is key for this role.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've resolved customer queries at the first point of contact. Think about how you took ownership of an enquiry and what steps you took to ensure a positive outcome. This will demonstrate your customer-focused approach and problem-solving ability.
✨Show Your Attention to Detail
Since accuracy is crucial in this role, prepare to talk about how you ensure your communications are well-structured and error-free. You might want to mention any processes you follow to maintain high standards in your work, as this aligns with the company's commitment to quality and compliance.
✨Be Ready for Flexibility Questions
Expect questions about how you handle changes in processes or priorities. Share examples of times when you've adapted your communication style to meet individual customer needs, especially when dealing with vulnerable customers. This will showcase your flexibility and commitment to supporting positive outcomes.
