Customer Service Assistant – Complaint Acknowledgements

HRS Talent Solutions; Blackburn; Remote; GBP 36,000 - 39,000; Full time

Job summary

HRS Talent Solutions is recruiting for a Customer Service Assistant – Complaint Acknowledgements. This remote role handles written complaint intake, ensuring accurate acknowledgement and proper routing, without determining outcomes.

You will work with approved wording and escalation processes in a confidential, home-office setup. The position supports flexible hours in a remote UK setting, with training on tone, privacy, and data handling from the employer's processes.

Qualifications

• Clear written communication with accurate record entry.
• Ability to identify service or order from customer messages.
• Ability to route to correct team following training.

Responsibilities

• Review incoming messages for complaint acknowledgement.
• Locate related account or reference under access rules.
• Check previous correspondence to avoid duplicate cases.
• Write calm acknowledgements that reflect the issue accurately.
• Request missing information when needed.
• Route issues per training instructions.
• Record dates, case status and team for handovers.
• Add new replies to existing history when a response arrives.

Skills

Written communication

Record keeping

Customer service

Tools

CRM systems

Job description

Customer Service Assistant – Complaint Acknowledgements

Remote | Customer Service | Written Complaint Intake | Part-time or full-time
£26.00-£28.25 per hour

When someone writes to say a service has disappointed them, the first response needs to show that the concern has been understood and sent to the right place. The person may be upset, may have contacted the organisation before, or may be describing two separate problems in one message. This introductory customer service role handles the acknowledgement and recordkeeping stage. The employer will train you on its categories, approved wording and escalation route; you will not be expected to investigate complaints or decide an outcome.

The important distinction is between acknowledging a concern and claiming it has been resolved. You would read the message carefully, identify the service or order involved when the information is available, and check whether an existing case already holds the history. If you need a reference number or a date to find the right record, ask for the specific detail using the approved channel. A useful acknowledgement reflects what the person actually raised, states the next known step and avoids a promise about compensation, liability or a decision that has not been made.

Work you might be assigned

• Review incoming email and online messages for a complaint or dissatisfaction that needs a recorded response.
• Locate the related account, order or service reference under the employer's access rules.
• Check previous correspondence before opening a second case for the same concern.
• Write a calm acknowledgement that names the issue accurately without copying private details unnecessarily.
• Ask for one missing piece of information when the concern cannot be matched to a record.
• Route safety, privacy or urgent service matters according to the specific instructions given in training.
• Record the date, case status and receiving team so the next person can see what happened.
• Notice when a reply has arrived and add it to the existing history instead of leaving it in an unassigned inbox.

Suppose a customer says they were charged after a cancelled service. You would not interpret the cancellation terms or promise a refund. You would check the available reference, note the customer's account of events without changing its meaning, acknowledge receipt and route the matter to the team authorised to investigate charges. If the message also asks where to find an ordinary service document, you could answer that part from approved information while keeping the billing complaint open. Separating those two actions helps the person get a useful answer without suggesting that the harder issue has been settled.

Good judgement without making the decision

Sometimes a customer sends a long account of events but no obvious request. Your job is to make the record understandable: what happened according to the customer, what they want the organisation to consider, and what information has already been supplied. Avoid adding an interpretation that minimises the issue. If a colleague needs to review an attached photograph or document, record that it is present and accessible, then leave any assessment to that person. When the route is unclear, ask your team lead instead of choosing the nearest queue merely to clear an item.

This remote position includes everyday office administration: keeping case histories together, recording statuses accurately and making handovers that another team can use. The work is carried out through online systems and written communication, so you need a reliable home office setup and care with confidential information. You should be comfortable receiving coaching on tone and process. Prior customer-facing work is welcome but not essential; a person new to the field can learn the employer's methods. What matters is that you do not confuse speed with closure.

Pay for the role is shown above; the hiring company will confirm the hours and any applicable arrangements for the actual vacancy. You may see familiar topics repeated across the queue, but each person's account deserves to be read on its own terms. The aim is a clear first reply and a dependable record, giving the investigating colleague a sound place to begin.