Customer Service Waiting List Assistant

HRS Talent Solutions; Dundee; Remote; GBP 33,000 - 36,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Job summary

HRS Talent Solutions is seeking a Customer Service Waiting List Assistant to work remotely in the United Kingdom. The role focuses on recording responses to offered appointments, linking replies to records, and distinguishing between acceptance, questions, and declines.

It suits careful readers with strong written communication. Responsibilities include opening replies, updating records, and passing accepted offers to schedulers for final booking.

Qualifications

• Reception, office administration or customer service experience is useful.
• Careful reading and factual note-taking are important.
• Ability to use online scheduling records and messaging.

Responsibilities

• Open replies to appointment offers in the online queue.
• Link each message to the correct person and offered time.
• Record an unambiguous acceptance or decline using the defined status.
• Distinguish a question or proposed change from a confirmed acceptance.
• Pass an acceptance to the scheduler for final booking.
• Note when a person asks to remain on the waiting list.
• Flag a response that arrived after the offer’s stated process has moved on.
• Keep the record open when a question still needs an answer.

Job description

Customer Service Waiting List Assistant

Customer Service | Scheduling Responses | Remote | Full-time or part-time
£24.25–£26.25 per hour

Record the answer to an offered appointment

When a scheduler has approved an opening for someone on a waiting list, that person may accept, decline or ask a question before deciding. The Waiting List Offer Response Assistant monitors replies to those approved offers and records what each person actually said. This remote role supports customer service and scheduling without choosing who receives a slot or confirming a booking independently. The scheduler remains responsible for allocating and finalising appointments.

You would begin with a specific offer already sent under the team’s process. Check the reference, person and proposed time before linking a reply to the record. A simple ‘yes’ may be clear if the message quotes the offer; it may be ambiguous if the person has several appointments under discussion. You would note the response and follow the company’s instruction for passing an acceptance to the scheduler. You should not tell the person a slot is confirmed until the team has actually booked it.

A response can mean several things

One person might decline and ask to remain on the waiting list. Another may say the time could work if it starts later. A third may not reply at all. You would record these states distinctly. A suggested change is not an acceptance of the offered time; silence is not a decline unless the employer’s policy explicitly defines a process for it. You would not invent a reply deadline or remove someone from the list on your own. The team will teach how to handle each situation.

Your short note should identify the offer, the customer’s answer and any question requiring a scheduler. Where a response contains personal circumstances, avoid copying more detail than the next person needs. If a person asks whether transport, accessibility or a service condition can be accommodated, route that question to the appropriate colleague. You can acknowledge that it was received without promising the answer.

You may also see a reply to an older offer after a newer one has been sent. Check which time the person is answering before updating either record. If the reply does not specify it, ask for clarification or hand it to the scheduler. A response cannot be treated as accepting the newest offer merely because that is the one currently visible at the top of a queue. This is a small detail with a direct effect on the person who may be planning to attend.

The daily work may include:

• Open replies to appointment offers in the assigned online queue.
• Link each message to the correct person and offered time.
• Record an unambiguous acceptance or decline using the defined status.
• Distinguish a question or proposed change from a confirmed acceptance.
• Pass an acceptance to the scheduler for final booking.
• Note when a person asks to remain on the waiting list.
• Flag a response that arrived after the offer’s stated process has moved on.
• Keep the record open when a question still needs an answer.

The role is different from managing general availability or sending cancellation notices. It concentrates on the response to a specific approved offer and the handoff needed before a slot can be confirmed. A finished administrative task has a truthful response status and a scheduler who can see what to do next. If the scheduler confirms the booking, the appropriate team will send the final appointment details under its process.

You will use an online scheduling record and written messages. The company will train you on its statuses, permitted acknowledgements and escalation route. A first scheduling role is possible here. Reception, office administration or customer service experience is useful, while careful reading of a message and a factual note are the starting abilities that matter. Organising responses to a class or group event can provide transferable practice.

A home office area suitable for focused computer work can help when several offers are active. Remote full-time or part-time hours may be available, with pay of £24.25–£26.25 per hour. You should be willing to ask a colleague before describing an appointment as booked, because the difference between an acceptance and a confirmed booking matters to the person attending.