Customer Service Coordinator – Service Disruption Updates

HRS Talent Solutions; Maidstone; Remote; GBP 59,000 - 62,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Service Coordinator – Service Disruption Updates. The role focuses on distributing approved updates and keeping customers informed during service interruptions.

You will not investigate outages or set restoration times, but ensure communication is accurate and up-to-date. You will manage notices across channels, record versioning, and route account-specific questions to the service owner.

Job description

Customer Service Coordinator – Service Disruption Updates

Customer Service | Service Notices | Remote | Full-time or part-time
Salary: £58,500–£62,400 annually for full-time hours of 37.5 per week; part-time pro rata

An unexpected service interruption creates a rush of questions. Customers want to know whether a planned appointment, access to an online service or a routine request is affected. This customer service position helps distribute approved updates and keeps incoming enquiries connected to the latest confirmed information. You will not investigate the cause of an outage or invent a restoration time. The value of the role is clear communication while the facts are changing.

Before any notice goes out

• Check which service, customer group and dates the authorised update actually covers.
• Compare the approved wording with the message prepared for the assigned channel.
• Confirm that a correction replaces the earlier version when the process says it should.
• Look for an outdated time or instruction in the next scheduled message.
• Ask the service owner about a missing fact instead of filling the gap yourself.
• Record when the notice was sent and which version was used.

Some communications are broad notices, while others are replies to individual customers. A person may ask whether their own account is affected, even when a general notice is available. You would check the safe information accessible to your role and answer only what has been confirmed. If the question requires an account-specific check, route it to the appropriate team. Keep the customer’s message attached to its case so a colleague can see what was asked and what was already communicated.

During the interruption

Work can become busy when several people ask the same question at once. Use the current approved source rather than an earlier copied message. The employer will show you how it labels updates and who authorises them. You should be willing to pause a draft when the source changes, even if the reply is nearly ready. Accuracy matters more than sending an answer that is already out of date.

Your day may include these actions:

• Send approved status wording through email or an assigned online customer channel.
• Answer a routine question that is covered by the latest notice.
• Ask for a customer reference only when the approved process needs one.
• Note a question the notice does not answer and pass it to the service owner.
• Keep open cases distinct from people who merely requested a copy of the notice.
• Identify customers who were promised a follow-up under an existing case.
• Update the case record when a confirmed new message has been shared.

Office administration supports the communication. A reliable record should show the notice version, customer response and any handoff. When the interruption ends, do not close every case automatically. A customer may still have an account problem or a missed appointment that needs separate attention. Read the history, identify the unresolved issue and leave it in the correct queue. The difference between “service restored” and “customer issue resolved” matters.

What the role does not require

• You will not make technical repairs or diagnose system failures.
• You will not approve refunds or alter contractual terms.
• You will not tell customers a service is restored until the authorised update confirms it.
• You will not replace an approved notice with your own explanation of what probably happened.
• You will not be expected to handle a safety or privacy concern without escalation guidance.
• You will receive training in the employer’s messages, systems and response boundaries.

You can succeed here without previous incident-communications work. Clear writing, attention to dates and versions, and calm prioritisation are more useful starting points. A home office with stable online access helps you work through messages without losing the source of the latest update. Familiarity with customer records is helpful but not essential; the team will explain how its queues and notices work.