Customer Service Welcome Assistant

HRS Talent Solutions; Greater London; Remote; GBP 38,000 - 41,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Service Welcome Assistant for remote work in the UK. The role focuses on sending approved introductory information and answering routine questions after account setup.

You would use approved resources, tailor messages with names and references, and hand off anything beyond standard welcome content to a colleague. The position is remote, with either full-time or part-time hours, and the hourly rate is £27.50–£29.50.

Qualifications

• Clear writing style and ability to convey information in writing.
• Basic computer confidence to navigate online records and forms.
• Ability to check recipient before sending and verify details.

Responsibilities

• Draft welcome information tailored to the customer’s account.
• Direct customers to approved resources and explain next steps.
• Record sent messages and any delivery issues.
• Handoff complex questions to the appropriate colleague when needed.

Skills

Written communication

Basic computer skills

Attention to detail

Tools

Online records

Job description

Customer Service Welcome Assistant

Customer Service | Welcome Information | Remote | Full-time or part-time
£27.50–£29.50 per hour

Make the first practical steps clear

A person who has just become a customer often has ordinary questions before they need any specialist help. Where do they find a document?

How do they update a basic detail? Which online page explains the next step? The New Customer Information Assistant sends approved introductory information and answers those routine questions in writing. This is a remote customer service role centred on the period immediately after an account or service has been set up.

You would work from information the hiring team has authorised, rather than improvising promises about what a service includes. An account may be ready for a welcome message, while another is still waiting for a colleague’s review. You would check the status before contacting the person. If the record shows a missing step, a conflicting email address or a question about eligibility, you would refer it to the person with the right authority. A warm tone matters, but accuracy matters just as much.

A useful welcome is specific

The message should identify the correct service or account, point to the appropriate approved resources and explain what the customer can do next. You may tailor a standard message with the person’s name and relevant reference, but you would not add an unverified benefit or deadline. If the customer replies with a straightforward navigation question, you can direct them to the correct page. If they ask for a decision, an exception or help with a problem beyond the welcome process, you would make a clear handoff.

The work product is a correctly addressed message and a record that shows what was sent. You may also note a returned email, an unanswered question or a customer correction that needs attention. The role does not involve selling upgrades or persuading people to remain with a service. It exists to make the first administrative steps easier to understand and to ensure a customer can locate the information already available to them.

Questions to pass to a colleague

• A customer asks whether the account qualifies for an exception.
• The available record contradicts the welcome material assigned to it.
• A person requests access to information for someone else’s account.
• A link fails and no approved alternative is listed.

In each case, the handoff should preserve the customer’s question and the source you checked. The welcome message can wait while the responsible person clarifies what is safe and accurate to send.

On an assigned record, you might:

• Confirm that the account has reached the stage for approved welcome information.
• Check the customer’s name and contact route against the current record.
• Select the appropriate introductory material for the recorded service.
• Send a short message with working links to the authorised online resources.
• Record the sending action and any delivery problem.
• Answer a routine question about where to find a form or document.
• Pass an account decision or unusual problem to the responsible colleague.
• Keep the original question and handoff connected for the next person.

This position combines written customer service with careful office administration. You should be comfortable moving between an online account record, a resource page and an email without confusing two customers. You do not need to know a particular system on day one. The employer will teach its service names, approved information and escalation route. What you need already is a readable writing style, basic computer confidence and a habit of checking the recipient before sending.

Applicants new to this kind of work are welcome. Experience in reception, retail, student support or another setting where you explained a process can be useful, but it is not required. A person with little formal employment can still show that they communicate clearly and follow instructions. You should be willing to say ‘I need to check’ when a question goes beyond the information available to you. That is a better service than offering an answer that sounds certain but may be wrong.

The role can be full-time or part-time. It is remote, using online records and written communication; a home office area that supports focused handling of customer details is helpful. The rate is £27.50–£29.50 per hour. The hiring company can explain its particular welcome process and hours during selection.