Customer Correspondence Manager - Fixed Term Contract to December 2027

Mining Remediation Authority; Mansfield; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Pension with employer contributions

Job summary

Mining Remediation Authority is seeking a Customer Correspondence Manager in Mansfield to oversee complex enquiries, complaints and correspondence. You will turn technical information into plain English to build trust and confidence in our services, and work with colleagues to identify improvements that enhance outcomes for customers and communities.

The role supports a hybrid work model (approximately 2 days in the Mansfield office) and offers flexible opportunities to deliver excellent

Qualifications

• Experience in customer service, complaints, correspondence, case management or customer experience.
• Ability to write clear, engaging communications for a range of audiences.
• Handle sensitive situations with empathy and sound judgement.
• Build relationships and work effectively with people at all levels.
• Be curious and eager to learn about new topics.

Responsibilities

• 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.

Skills

Problem solving

Relationship building

Clear communications

Empathy

Curiosity

Service improvement

Customer service

Complaints handling

Case management

Job description

About You

Help shape the future of customer experience

At the Mining Remediation Authority, we're proud to 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.

About The Role

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.

To find out more about the role, take a look at the job description.

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!

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

Schedule:

Application closing date: Sunday 20 September 2026

Sifting date: 22 September 2026

Interviews: w/c 28 September 2026

(If you are unavailable on these interview dates, please make us aware and we will look at alternative dates)

Security:

Successful candidates must pass basic security checks and will be subject to UK Immigration requirements.

About Mining Remediation Authority

Why join us?

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

Find out more about our full range of benefits and what it’s like to work with us here Life page

About us

At the Mining Remediation Authority, we make a real difference to people and places across Great Britain. From managing mining hazards to protecting the environment, our work keeps communities safe. We’re also playing an exciting role in the future of energy, helping to unlock mine water heat as a sustainable source to support the UK’s net zero ambitions. Our people are knowledgeable, collaborative and committed to doing the right thing for each other and for the communities we serve.

Why this matters

You’ll be joining an organisation that’s proud of the impact we make. We’re supportive, inclusive and genuinely care about delivering the right outcomes for communities across England, Scotland and Wales. Discover more about our work in our Business Plan

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 [e-mail] or call 01623 637000 we’re here to support you.