Customer Service Callback Coordinator

HRS Talent Solutions; Tees Valley; Remote; GBP 38,000 - 41,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Service Callback Coordinator to manage remote callback requests and ensure the right colleagues have context to assist customers efficiently.

You will review incoming requests from online forms or email, record clear case notes, and avoid promising unconfirmed call times. The role blends customer service with office administration, is remote, hourly paid, and part of a support team.

Qualifications

Responsibilities

• Receive callback requests through online forms, email or an assigned support channel, check the details and pass a clear record to the team authorised to call.
• Do not promise an exact call time that has not been confirmed, avoid making cold calls or deciding the substance of a specialist answer.
• Read the customer’s case before creating a callback request and make the reason for contact specific enough for the caller to prepare.
• Update the callback record if a customer writes again while the request is pending, and avoid creating duplicate callbacks.
• If a call was attempted but not completed, follow the team’s rules for the next action and note outcomes.
• Keep the summary concise, including the specific issue, an available reference and what has already been answered.
• If the customer requests a different channel, record that preference and seek the approved alternative from the service owner.
• The work is remote and combines customer service with office administration; you will move between messages, an online customer record and a shared queue.
• Pay is hourly; the hiring company will confirm whether openings are part-time or full-time and how the callback team operates.

Job description

Customer Service Callback Coordinator

Customer Service | Callback Requests | Remote
Full-time or part-time · £27.50–£29.75 per hour

A customer who asks for a call has usually reached a point where another email will not answer the question. This position keeps callback requests organised so the right colleague knows why the call is needed and how to reach the person. You would receive requests through online forms, email or an assigned support channel, check the details and pass a clear record to the team authorised to call. You would not make promises about an exact call time that has not been confirmed, make cold calls or decide the substance of a specialist answer.

What the caller needs to know

An incoming request might say "please call me" without a reference or indicate a preference for a certain time. You would read the existing case first, confirm the contact details according to the employer’s process and ask for only what is missing. If the matter can be answered from approved information through the existing channel, you may provide that answer and note the customer’s preference. If a call remains appropriate, the handoff should state the topic, the customer’s availability if supplied and anything the caller should read beforehand. Avoid copying more private information than is needed.

Sometimes a person writes again while the request is pending. Update the existing record rather than creating a second callback that sends two colleagues to the same issue. If a call was attempted but not completed, the next action depends on the team’s rules. You might send an approved message asking for a suitable time or note that another attempt is due. You should not label a request resolved simply because someone dialled a number.

Typical decisions within your scope

The first check is whether the customer’s reference points to an existing case. Read that case before creating a callback request, and make the reason for contact specific enough for the caller to prepare. Record any preferred contact window as a preference rather than a guaranteed appointment. If the number or contact method is missing, ask for it through the approved channel. Sensitive or urgent matters follow their own route. After a colleague confirms an attempted call, update the status accurately. An unanswered request should remain visible to the person responsible for the next action.

Imagine a customer asking for a call about an invoice while another message in the history concerns a delivery. You would keep the two issues distinct and direct the billing question to the right team. A general callback queue is not a substitute for understanding the request. Conversely, if the customer has already spoken to a colleague about the invoice, the caller should see that note before contacting them again.

The work is remote and combines customer service with office administration. You will move between messages, an online customer record and a shared queue. A quiet home office and reliable connection help you notice when details in two records look similar but refer to different people. The employer will train you on its routing categories, privacy rules and response standards. Previous contact-centre experience is helpful but unnecessary; the useful habits are clear writing, careful reading and follow-through.

One useful measure of the work is whether the person who makes the call can begin with the customer’s actual question. A callback record that says only "wants to talk" forces the customer to repeat everything. A concise summary should include the specific issue, an available reference and a note about what has already been answered. If the customer requests a different channel because a call would not be accessible, record that preference and ask the service owner for the approved alternative. The aim is to make the next contact useful, not to force every request into a telephone queue.

Pay is hourly as shown above. The hiring company will confirm whether a particular opening is part-time or full-time and how its callback team operates. You are supporting an organised service response, not being asked to sell products or resolve matters beyond your authority.