Full job descriptionCustomer 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
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 & ExperienceEssential*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