Customer Correspondence Manager - Fixed Term Contract to December 2027 in Mansfield

Help shape the future of customer experience at the Mining Remediation Authority, where we make a positive difference to people, places and communities across Great Britain. We're looking for someone who enjoys solving problems, building relationships and helping people find answers. As Customer Correspondence Manager, you'll play a key role in ensuring customers, communities and stakeholders receive clear, timely and trusted responses when they need them most.

You’ll thrive in this role if you:

• Enjoy getting to the heart of complex issues and finding practical solutions.
• Can write clear, engaging communications for a range of audiences.
• Handle sensitive situations with empathy, professionalism and sound judgement.
• Build positive relationships and work effectively with people at all levels.
• Are naturally curious and enjoy learning about new topics.
• Look for opportunities to improve services and ways of working.
• Have experience in customer service, complaints, correspondence, case management or customer experience.

Most importantly, you'll care about making a difference and delivering great outcomes for customers.

This is an exciting opportunity to join our Customer Support and Services team and help shape how we engage with customers, communities and stakeholders. In this role, you'll oversee complex enquiries, complaints and correspondence, working with colleagues from across the organisation to find solutions and ensure customers receive high-quality responses.

You’ll use your communication skills to turn complex or technical information into plain English, helping to build trust and confidence in our services. You'll also use customer insight to identify improvements and support our commitment to service excellence.

As Customer Correspondence Manager, you’ll:

• Manage complex customer enquiries, complaints and correspondence.
• Prepare high-quality responses for customers, stakeholders, MPs and senior leaders.
• Translate technical information into clear and accessible language.
• Work with colleagues across the organisation to resolve issues and improve outcomes.
• Identify opportunities to improve customer experience, processes and services.
• Support the delivery of our customer strategy and service excellence ambitions.

This is a fantastic opportunity for someone who enjoys variety, thrives on solving problems and wants to make a genuine difference through the work they do.

Role location: Mansfield (Hybrid working - on average 2 days working out of our Mansfield office)

We don’t expect candidates to meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we’d love to learn more about you!

About Mining Remediation Authority: Make a real difference with flexibility, long‑term security and support for life outside work. At the Mining Remediation Authority, you’ll do meaningful work that improves people’s lives and protects the environment, while building a sustainable and balanced career.

Flexibility that fits your life – hybrid working and flexibility in how you manage your time.

Financial security for your future – including a pension with up to 29% employer contribution.

Time to recharge – 27.5 days’ annual leave plus bank holidays, with options to flex more days.

Support through life’s big moments – generous family leave and flexibility when you need it most.

Opportunities to grow – funded learning, development and professional subscriptions.

Wellbeing support you can use every day – including a monthly wellbeing allowance, confidential support and practical health benefits.

Inclusion matters to us. We’re committed to building a workforce that reflects the diversity of the communities we serve, and we welcome applications from everyone. We offer a guaranteed interview scheme for disabled applicants and those from minority ethnic backgrounds who meet the minimum criteria.

If you need any adjustments as part of the recruitment process, please contact us at Recruitment@MiningRemediation.gov.uk or call 01623 637000.