Delivery Update Message Assistant

Hrstalentsolutions; Manchester; Remote; GBP 40,000 - 43,000; Full time

Job summary

Hrstalentsolutions is seeking a Delivery Update Message Assistant to support customers remotely as part of our delivery enquiries team. This role offers either full-time or part-time hours and pays £29.25–£31.25 per hour.

You will review order records, confirm current status, and craft clear responses that align with approved language. Training covers status terms, tracking destinations, and escalation steps.

Qualifications

• Remote customer service position.
• Experience with written enquiries helpful but not required.
• Employer will teach status terms and escalation steps.

Responsibilities

• Explain a confirmed status without extending a delivery promise.
• Use approved tracking links for the correct order.
• Record the latest status and check for conflicts.
• Coordinate with internal teams when clarification is needed.

Skills

Customer service

Written communication

Retail experience

Job description

Delivery Update Message Assistant

Customer Service | Delivery Enquiries | Remote | Full-time or part-time | £29.25–£31.25 per hour

Explain the update that is actually available

Customers ask about deliveries for practical reasons: they need to know whether an item has been dispatched, where to find a tracking link or whether a reported delay has been acknowledged. The Delivery Update Message Assistant checks the status already available to the organisation and writes a clear response.

You would not investigate a courier’s network, set a new delivery promise or resolve a missing parcel claim. The job is to distinguish a confirmed update from an unanswered question and keep the customer informed within the employer’s guidance.

An assigned request may contain an order number, an earlier tracking message and a customer’s description of what went wrong. You would locate the relevant record, compare its latest status with what the customer has been told, and respond using approved language. If the online record is stale or conflicting, your next step is to ask the responsible team for clarification. It is better to acknowledge that a check is under way than to invent a date because the customer understandably wants certainty.

A status has a source

You might see ‘label created’, ‘dispatched’ or ‘delivered’ in a system. Those terms may have specific meanings in the employer’s process. Training will show you which status may be communicated and when a different team needs to verify it. If an internal note says the package may be delayed, you should not turn ‘may’ into a definite outcome. If a customer says the tracking page is not opening, you can check the approved link and share it again if appropriate, while a technical or delivery exception goes onward.

The work requires attention to the sequence of messages. Someone may have contacted the team yesterday and already received a reply. A new response should acknowledge the latest information rather than copying the same stock update. You should record what status you checked and when, so the next colleague can tell whether the answer remains current. The purpose is useful communication, not a high volume of messages that leave the question unresolved.

Before telling a customer an order is on its way:

• Check whether the status means a label was created or the parcel was actually dispatched.
• Compare the latest system entry with any message already sent to the customer.
• Use the approved tracking destination for the correct order.
• Flag a conflicting or stalled status instead of turning it into an estimated arrival date.

These checks keep a short update honest. The customer may still need further help, but they should not be given a level of certainty the record cannot support.

Typical steps include:

• Identify the correct order and its latest permitted status.
• Read enough of the earlier correspondence to avoid contradicting it.
• Check a tracking link or reference supplied by the team.
• Explain a confirmed status without extending a delivery promise.
• Ask the delivery or fulfilment team about a discrepancy.
• Keep a delayed or unresolved question open with a clear next action.
• Record the reply sent and any further response needed.
• Pass a claim, refund or change request to the appropriate colleague.

This is a remote customer service position supported by routine office administration. It does not require a logistics qualification. Related experience in retail, order support or written enquiries may help, but applicants with little or no prior experience are welcome. The employer will teach its status terms, online systems and escalation steps. You should be able to write a calm, understandable email and resist the temptation to promise a result that has not been confirmed.

You may work through individual enquiries or a small queue of pending updates. A home office space where you can compare a message with an online record is useful. You should keep personal details within approved systems and avoid pasting full addresses into a handoff that needs only an order reference. The role may be full-time or part-time. Pay is £29.25–£31.25 per hour.