Customer Service Adviser – Written Enquiries in Newcastle upon Tyne

Clear answers make a difference when a customer has already spent time trying to find the right information. In this remote role, you would handle straightforward written enquiries, check the available guidance and send useful replies that tell people what happens next. The focus is on careful customer service through email and online messages. You would not be expected to invent an answer, make policy exceptions or resolve matters outside the information and permissions you have been given.

The correspondence you would handle includes enquiries about whether a request was received, where to find an existing document, which details are needed to update a record or who can help with a question that needs specialist attention. The useful response is not necessarily a long one; it identifies the question, checks the facts available in the customer record or approved guidance, and gives the customer a clear next step. If there is more than one issue in a message, you would ensure each part is acknowledged or passed to the right colleague.

Some requests are ready to answer at once. Others need a missing reference number or an internal check before a complete response is possible. You would keep those conversations organised so customers are not left with a vague promise and colleagues can see what has already been checked. The work includes reading previous correspondence where relevant, recording a concise note and recognising when an enquiry should be escalated.

Typical activities include:

• Reading incoming email and online requests to identify the actual question and any missing details.
• Using approved information to answer routine questions in plain, courteous language.
• Checking the relevant customer record before repeating or changing information.
• Asking for a specific missing detail when a request cannot yet be handled accurately.
• Separating a simple information request from a complaint, account issue or decision that requires another team.
• Passing an unresolved item on with enough context that the next person can continue without starting again.
• Updating the case or message record after a reply or handoff.
• Reviewing a drafted response for spelling, tone, accuracy and the correct recipient.

What good handling looks like: A finished message should be easy for the customer to act on. It should avoid unexplained internal terms, say what has been confirmed, and distinguish that from anything still being checked. Where a matter goes to someone else, a useful internal handoff explains the customer’s question, the information already reviewed and the reason it needs further attention. This kind of follow-through matters more here than writing a polished but unhelpful paragraph.

You would be able to rely on the employer’s instructions and ask a colleague when a rule or record is unclear. Training would cover the team’s online systems, approved responses and the point at which a case moves to another person. You are not expected to know a particular industry on day one. The role does require enough confidence with a computer to move between messages, guidance and customer records without losing track of the original question.

Who could do well here: Previous email support or office administration experience would be useful, but it is not required. Someone who has written clear messages in a shop, a voluntary role, a course or another setting may have the right foundation. We welcome applicants with little formal experience who can read closely, write understandably and follow a process while learning new tools. Patience is important when a customer’s message is incomplete or frustrated. You should be comfortable taking a moment to check an answer, keeping a professional tone and treating personal details with care. Basic organisation helps when several conversations are at different stages; so does knowing when to ask for help instead of guessing. A home office space suitable for focused computer-based work can help you handle written enquiries with fewer interruptions.

Pay for this opening is £29.00-£31.00 per hour. Full-time and part-time arrangements may be available. The hiring team can explain the particular hours and working arrangements during the selection process. You would have a clear point of contact for questions about the team’s procedures as you learn the role.