Public Correspondence Executive

Morgan Hunt; City Of London; Hybrid; GBP 42,000 - 47,000; Full time

Job summary

Morgan Hunt are recruiting on behalf of a National Regulatory Body in the transport sector for a Public Correspondence Executive. The role is hybrid, requiring 2 days per week in the office, and is a temporary assignment initially lasting 3-4 months.

Daily rate ranges from £160.08 to £181.63 (umbrella), with flexible full-time or part-time hours and ASAP start. The successful candidate will manage incoming complaints and public enquiries, coordinate end-to-end case handling, and draft clear

Qualifications

• Proven experience managing complaints and enquiries within a customer-focused environment.
• Ability to manage a varied caseload and meet tight deadlines.
• Excellent written communication, drafting clear, accurate responses.
• Strong stakeholder management, liaising with multiple teams as needed.
• Identify emerging issues and escalate appropriately.
• Maintain accurate case records and monitor progress.
• Work independently yet contribute effectively in a busy team.

Responsibilities

• Receive, review and manage incoming complaints and public enquiries.
• Coordinate end-to-end complaints process from receipt to resolution.
• Draft clear, professional correspondence for straightforward cases.
• Liaise with internal teams to obtain information for complex cases.
• Participate in daily triage meetings and allocate cases.
• Monitor outstanding cases and chase responses within deadlines.
• Escalate high-profile or sensitive issues promptly.
• Maintain records on the case management system and ensure efficiency.

Skills

Complaints handling

Customer focus

Written communication

Stakeholder management

Attention to detail

Organised

Independent working

Job description

Morgan Hunt are currently working with a National Regulatory Body operating within the transport sector in their search for a Public Correspondence Executive to join their Communications team on a temporary basis.

This is an excellent opportunity for an experienced complaints professional to join a busy team dealing with a high volume of public correspondence. The organisation is looking for someone who can hit the ground running, providing immediate support to help reduce a backlog of complaints and manage an increasing number of complex enquiries.

The successful candidate will play a key role in coordinating complaints from initial receipt through to resolution, ensuring cases are accurately logged, information is obtained from relevant stakeholders, and responses are delivered to the required standards and within statutory deadlines.

The role will predominantly focus on complaints relating to the rail sector, covering a varied range of issues including passenger and consumer concerns, railway safety, service delays, accessibility, whistleblowing and issues arising from railway engineering works. There may also be some correspondence relating to the strategic road network.

This is a fast-paced opportunity suited to someone with strong complaints handling experience, excellent communication skills and the ability to manage competing priorities while maintaining high standards of service delivery. The successful candidate will have demonstrable experience in complaints handling, public correspondence or dispute resolution, ideally within a public sector, regulatory or transport-related environment.

Job Title

Public Correspondence Executive

Location

Hybrid Working (2 days per week in the office - multiple locations)

Contract

Temporary (initially 3-4 months)

Daily Rate

£160.08-£181.63 per day (Umbrella)

Hours

Full-Time or Part-Time

Start Date

ASAP - ideally early November

Key Responsibilities

• Receive, review and manage incoming complaints, public enquiries and requests for information, ensuring each case is appropriately assessed and progressed.
• Coordinate the end-to-end complaints process, including acknowledging correspondence, logging cases, obtaining supporting information and monitoring progress through to resolution.
• Respond directly to straightforward complaints and enquiries, drafting clear, accurate and professional correspondence.
• Liaise with relevant internal teams and stakeholders to obtain advice and information required to respond to more complex cases.
• Participate in daily triage meetings, assessing incoming correspondence and taking ownership of cases to ensure they are appropriately allocated and progressed.
• Monitor outstanding cases, chase responses and ensure colleagues provide the necessary information within statutory and organisational deadlines.
• Identify sensitive or potentially high-profile issues and escalation concerns to the appropriate stakeholders promptly.
• Maintain accurate records on the case management system, ensuring correspondence is processed efficiently and in line with established procedures.
• Contribute to the development of best practice and support consistent standards across the wider team.

Candidate Requirements

• Proven experience managing complaints and enquiries within a customer-focused environment.
• The ability to manage a varied caseload, prioritise competing demands and deliver work to tight deadlines.
• Excellent written communication skills, with the ability to draft clear, accurate and well-structured responses.
• Strong stakeholder management skills, including the confidence to liaise with colleagues at different levels and obtain information from multiple teams.
• The ability to identify emerging issues, recognise when matters require escalation and take appropriate action.
• Excellent attention to detail, with experience maintaining accurate case records and monitoring progress.
• A proactive and organised approach, with the ability to work independently and contribute effectively within a busy team.
• Previous experience in a regulatory or transport environment would be advantageous, particularly where you have dealt with complex complaints, sensitive issues or correspondence requiring input from multiple stakeholders.

Why Apply

• An opportunity to join a public sector regulatory organisation working on important transport-related issues.
• The chance to make an immediate impact by helping a team manage a high-volume workload and reduce an existing backlog.
• An initial temporary assignment with an immediate start anticipated.

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.