Customer Correspondence Manager - Temporary until December 2027

Mining Remediation Authority; Mansfield; On-site; GBP 26,000 - 38,000; Full time

Job summary

Mining Remediation Authority in Mansfield, United Kingdom, is seeking a Correspondence Manager to turn complex information into clear, reassuring responses for customers, communities and MPs. You will handle enquiries and written complaints with empathy, keeping confidential records and coordinating with colleagues.

Responsibilities include explaining technical issues in plain English, collaborating with local authorities and government departments, and maintaining accuracy under pressure while

Qualifications

• Excellent communication skills and the ability to explain technical information in plain English.
• Experience of handling written complaints, working with local communities and responding to MPs.
• Strong relationship-building skills, patience and sound judgement.
• The ability to prioritise changing demands, meet deadlines and maintain accuracy under pressure.

Responsibilities

• Explain complex and technical issues in clear, sensitive replies, tailoring your response to each enquirer while keeping a consistent organisational tone of voice.
• Working alongside other Correspondence Managers and officers, you'll share good practice and help improve how enquiries are handled.
• Work with colleagues, local authorities and other government departments to answer enquiries and follow up outstanding information.
• Handle complaints and sensitive enquiries with patience, empathy and sound judgement, using information from different sources to resolve queries.

Skills

Communication

Plain English

Complaint handling

Stakeholder management

MS Office

Tools

Microsoft Office

Job description

Can you turn complex information into clear, reassuring answers? Help people affected by an incident feel heard and informed.

You'll manage enquiries and written complaints from customers, communities and MPs, gathering information from colleagues to provide accurate, timely replies. You'll handle sensitive issues with empathy, speak with customers by phone and keep clear, confidential records.

You'll bring:

• Excellent communication skills and the ability to explain technical information in plain English.
• Experience of handling written complaints, working with local communities and responding to MPs.
• Strong relationship-building skills, patience and sound judgement.
• The ability to prioritise changing demands, meet deadlines and maintain accuracy under pressure.
• Confidence using Microsoft Office and handling confidential information.

In this role you'll:

• Explain complex and technical issues in clear, sensitive replies, tailoring your response to each enquirer while keeping a consistent organisational tone of voice.
• Working alongside other Correspondence Managers and officers, you'll share good practice and help improve how enquiries are handled.
• Work with colleagues, local authorities and other government departments to answer enquiries and follow up outstanding information.
• Handle complaints and sensitive enquiries with patience, empathy and sound judgement, using information from different sources to resolve queries.