Customer Service Assistant – Accessible Information Requests

HRS Talent Solutions; Basingstoke; Remote; GBP 35,000 - 38,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Service Assistant to handle Accessible Information Requests in a remote setting. You will receive requests, identify available formats, and coordinate the next steps within approved guidelines.

The role emphasizes clear communication, accurate record-keeping, and routing requests to specialists when needed. Training will be provided, and work can be part-time or full-time with flexible scheduling.

Qualifications

• Experience in customer service or accessibility support is an advantage.
• Employer will train you on its processes and material list.
• Strong communication and listening skills are essential.

Responsibilities

• Receive requests for accessible formats and check what can be provided.
• Route requests to the appropriate team and record actions in the customer case.
• Describe the issue and what help was given without making assessments beyond authority.

Skills

Customer service

Accessibility awareness

Job description

Customer Service Assistant – Accessible Information Requests

Remote customer service | Accessible information | Full-time or part-time
£25.50–£27.75 hourly

People do not all use information in the same way. A customer may need a document in an available alternative format, help finding a plain-language guide or a different approved route for receiving instructions. The Customer Service Assistant receives those requests, checks what the organisation can provide and arranges the next step under its guidance. You are helping someone access existing information; you are not assessing a disability, making an accommodation decision beyond your authority or promising a format the company has not approved.

Start with the person’s request

The right response begins by listening. A message asking for “a version I can read more easily” may need a brief, respectful clarification about the available format, while another asks directly for a large-print document or an accessible digital file. You would identify the specific document, check the approved alternatives and find out where a request should go if the needed version is not immediately available. Do not ask for a medical explanation when the work only requires a preferred format or contact method.

You might send a link to an existing accessible online guide, request an approved file from the document owner, or record an alternative-format request for a specialist colleague. Before sending anything, check the title and version so the customer receives the same current information as someone using the standard copy. If the accessible file is older than the version referenced in the request, you would pause and raise the difference rather than send it because it is convenient.

There is an office administration side to each request. Record the document sought, the available option discussed and the next action in the correct customer case. Use only the details necessary for the team to continue. A colleague should be able to tell whether the requested material was sent, is being prepared, or still needs clarification. If another message arrives, read the history instead of asking the customer to explain their preference again.

A practical example

Suppose a customer cannot use the instructions on a web page and asks for a document they can enlarge on their device. You would check whether an approved digital version exists and whether it contains the same current steps. If it does, send the approved link or file through the authorised channel and record the action. If there is no suitable version, route the request to the person who manages accessible materials and let the customer know the request has been passed on. You should not create an unreviewed version yourself or state that an inaccessible page meets a standard you have not been asked to assess.

This role also involves noticing when several people report the same barrier. A short factual note to the relevant team can help them investigate the page or document. It is not your job to certify accessibility compliance. Your job is to describe what the customer could not use, where the issue occurred and what help was given in the meantime. Accurate observation is more useful than a technical label you cannot verify.

Working style and support

Remote work here is mainly written, with the possibility of other approved contact channels depending on the employer. A quiet home office, dependable online access and sensitivity to private information are important. Experience in customer service or accessibility support is an advantage, but it is not necessary. The employer will train you on its current document list, format options and escalation rules. We value someone who asks a considerate question, follows through and avoids treating every customer’s need as the same.

The pay range appears above. Both part-time and full-time arrangements may be considered for a client opening, with the actual schedule confirmed by the hiring company. You will work from approved material and know when a request needs a specialist response. This is an introductory support position with meaningful responsibility for getting the small details right.