Customer Communications Administrator

📍 Liverpool City Centre
💷 £24,740 per annum
🕒 35.75 hours per week (Monday - Friday, between 08:00 - 18:00)

Why Apply?

• Health Cash Plan - claim back everyday healthcare costs such as dental, optical and physiotherapy
• Medicash Extras - discounts on shopping, travel, dining, entertainment and more
• Employee Assistance Programme (EAP)
• Generous pension scheme - up to 9.5% employer contribution
• Minimum 26 days holiday + bank holidays
• Life Assurance - 3x salary
• Performance-related bonus
• Colleague Savings Scheme
• Hybrid working
• Interest-free travel loans
• Cycle to Work scheme
• Discounted parking (Q-Park)
• Enhanced maternity & paternity pay
• Company paid sick pay
• Long service awards

About the Role

We're recruiting on behalf of a well-established, purpose-driven organisation based in Liverpool city centre. As part of a growing customer communications team, you'll deliver high-quality written support across digital channels including email and app messaging.

This role is perfect for someone who enjoys written communication, solving problems, and providing excellent customer service within a supportive and collaborative team environment.

Key Responsibilities

Customer Support

• Manage customer enquiries across digital channels in a professional and timely way
• Resolve queries at first point of contact where possible
• Take ownership of enquiries from start to resolution
• Provide clear and accurate information while setting expectations
• Reduce repeat contact through effective resolutions

Customer Experience

• Communicate clearly, professionally and with empathy in all written responses
• Adapt tone and language to suit individual customers
• Ensure messages are accurate, structured and easy to understand
• Deliver fair and positive customer outcomes

Process, Quality & Compliance

• Follow internal policies and regulatory requirements
• Maintain high standards of grammar, accuracy and attention to detail
• Carry out data protection checks before handling sensitive information
• Keep clear and compliant system records
• Follow procedures for complaints and escalations

Supporting Customers

• Identify vulnerable customers and respond appropriately
• Adapt communication style to meet individual needs
• Ensure appropriate support is provided at all times

Performance & Development

• Work towards targets including quality, customer satisfaction and productivity
• Engage with feedback and coaching
• Take ownership of personal development and continuous improvement

About You

Essential

• Strong written communication skills
• Excellent attention to detail
• Ability to follow processes consistently
• Customer-focused with a problem-solving mindset

Desirable

• Experience in customer service or digital communications (email/live chat)
• Exposure to regulated environments
• Experience handling complaints or complex queries