Account Document Request Tracker

HRS Talent Solutions; Worthing; Remote; GBP 42,000 - 45,000; Full time

Benefits offered by this job

Remote work

Job summary

HRS Talent Solutions is seeking an Account Document Request Tracker to support customer service by managing document requests remotely. You will identify requested documents, verify case details, and route to the appropriate owner or approver, ensuring accurate tracking and compliance.

The role emphasises careful status updates, data privacy, and preventing duplicate work. Remote work with flexible hours for full- or part-time arrangements is offered.

Qualifications

• Experience in customer service or records management is advantageous.
• Ability to read requests carefully and maintain accurate notes.

Responsibilities

• Identify the document being requested and locate the correct case.
• Check existing records and ask for missing document name or reference if needed.
• Record which colleague can prepare or approve the document within the tracking system.
• Update status when documents are ready but ensure delivery is authorised and not premature.
• Close the tracking item after the documented action occurs and avoid duplicating cases.
• Keep related requests linked to the same case to prevent fragmentation.

Job description

Account Document Request Tracker

Customer Service | Document Requests | Remote
Full-time or part-time · £30.75–£32.75 hourly

A request should have a clear owner and status

A customer may ask for a copy of an account letter, a previously supplied form or another document held by the organisation. Some documents can be retrieved through a routine approved process. Others require a colleague to prepare or authorise them.

The Account Document Request Tracker keeps those requests connected to the correct record and makes the next step visible. You would help the customer understand where the request stands without promising a document the team has not approved for release.

The job begins by identifying the document being requested. A message saying ‘send my paperwork’ may need a focused follow-up question, while another may include a clear document name and account reference. You would check what the online record shows and use the employer’s instructions to route it. If the document is ready and you are authorised to deliver it, you would follow the recipient check. If it is not ready, you would record the request for the colleague who can prepare it.

Tracking is different from generating

This role does not involve drafting formal account letters or judging whether a customer is entitled to a confidential document. You maintain the request trail: received, awaiting identification, with a document owner, ready for authorised delivery or completed. A person should not be told that a document has been sent when it is still awaiting approval. Likewise, a colleague should not have to search several inboxes to learn that the customer provided the missing reference yesterday.

You might receive a request that has already been discussed in an earlier conversation. Check the existing case before opening another one. If two people have requested the same document on behalf of an account, follow the company’s recipient and authority process rather than combining them casually. A correct status and careful handling of personal information matter as much as a courteous reply.

Tasks within the position:

A new document request needs a specific item and the correct account. You would read the message, locate an existing case if there is one and ask for a missing document name or reference when necessary. Once the request is clear, record which colleague can prepare or approve it. Keep a later customer reply with the same case so the information does not fragment across several queues.

When a document becomes ready, check the approved recipient before arranging delivery. A factual status update can explain that a request is with the appropriate team, but it should not claim the file has been sent. You would close the tracking item only after the documented action has occurred. A second request from the same customer may be a follow-up, not a new case, and recognising that distinction prevents duplicate work. The team will show you when separate requests do need separate records.

The online work may be a mixture of new requests and older items that are waiting for a colleague. You would use a simple queue or case system, note the next action and flag an item that has been left without an owner. This is not a supervisory role; you help make the status visible to those with the relevant authority. The employer will teach which document types you may retrieve yourself and which must go to another team.

Related office administration, records or customer service experience is an asset but not required. Applicants with little experience are welcome if they can read a request carefully, keep a short accurate note and communicate without overstating progress. Basic computer confidence and care with personal details are starting requirements. You need not know the employer’s document system before training.

Remote full-time or part-time arrangements may be available. A home office space suited to handling account information can help you focus on the correct case and recipient. Pay is £30.75–£32.75 per hour. The hiring company will explain its document categories and escalation route during the process.