Customer Correspondence Manager - Temporary until December 2027

Mining Remediation; Mansfield; Hybride; GBP 35 000 - 52 000; Plein temps

Avantages offerts par ce poste

Hybrid working

Pension with employer contributions

26+ days annual leave

Learning and development

Wellbeing support

Résumé du poste

Mining Remediation Authority in the United Kingdom is seeking a experienced Correspondence Manager to guide residents and MPs with clear, careful responses. The role is a 12-month fixed-term contract based in Mansfield with hybrid working.

You will manage enquiries from customers, communities and parliamentarians, draft accurate replies, and coordinate with the incident team to maintain high standards and compassionate communication across channels.

Qualifications

• Excellent written and spoken communication skills in plain English.
• Experience handling enquiries and written complaints for communities.
• Ability to coordinate with people at all levels and manage sensitive information.

Responsabilités

• Explain complex issues in clear, sensitive replies tailored to each enquirer.
• Speak with customers by phone to understand concerns and confirm actions in writing.
• Work with other Correspondence Managers to share best practices and maintain standards.
• Coordinate with local authorities and government departments to provide up-to-date information.
• Handle complaints with empathy and sound judgement; keep confidential records.

Connaissances

Clear communication

Active listening

Handling enquiries

Empathy

Relationship building

Organisational skills

MS Office

Description du poste

About You

Can you turn complex information into clear, helpful answers?

Do you listen carefully and stay calm when people are worried or upset?

Help communities feel heard through thoughtful, accurate correspondence.

You’ll bring:

• Excellent written and spoken communication skills, with the ability to explain technical information in plain English.
• Experience of handling enquiries and written complaints, working with local communities and responding to MPs on behalf of residents.
• Experience of building strong relationships and coordinating with people at all levels, both inside and outside an organisation.
• A thoughtful, patient approach. You can understand someone’s concerns, respond with empathy and look at difficult situations fairly.
• Strong organisation skills. You can prioritise changing demands, meet tight deadlines and check the details, even under pressure.
• Confidence using Microsoft Office and handling sensitive information confidentially.

About The Role

You’ll help people affected by an incident get clear answers and feel heard, supporting our incident response in this 12-month fixed-term role.

You’ll manage enquiries from customers, residents, communities and parliamentarians acting for their constituents. Working with colleagues across the incident team and wider organisation, you’ll gather information and provide accurate replies within agreed deadlines.

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.
• Speak with customers by phone to understand their concerns, offer reassurance and confirm agreed actions in writing.
• Work alongside other Correspondence Managers and officers to share good practice, coordinate messaging and maintain high standards.
• 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.
• Keep accurate, confidential records and find ways to improve how correspondence is managed.

Make a practical difference by helping people understand what is happening and what happens next.

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 with at least one day working our of our Mansfield office)

Schedule

Application closing date: 22 November 2026

Interviews: w/c 30 November 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.