Question Category Routing Assistant

HRS Talent Solutions; Birmingham; Remote; GBP 34,000 - 37,000; Full time

Job summary

HRS Talent Solutions is seeking a Question Category Routing Assistant. This remote, full- or part-time role involves sorting incoming customer enquiries by subject, reading for context, and routing to the correct queue with a concise handoff note. No policy decisions are required; accuracy and clear written communication are essential.

You will work remotely, with hourly pay of £24.50–£26.50 and flexible scheduling. Training on the employer’s categories and systems will be provided.

Qualifications

• Ability to read attentively and write clear sentences.
• Capable of handling routine computer tasks.
• Customer service experience is helpful but not required.

Responsibilities

• Read the entire message before routing it to a queue.
• Identify the relevant reference and categorize the issue accurately.
• Write a short, precise note preserving the customer's question and context.
• Use the routing guide; if unclear, ask colleagues for guidance.

Skills

Reading attentively

Clear writing

Computer literacy

Customer service experience

Job description

Question Category Routing Assistant

Customer Service · Enquiry Classification · Remote
Full-time or part-time | £24.50–£26.50 hourly

An incoming question does not always reach the team that can answer it.

This role helps sort written customer enquiries by their actual subject and sends them to the appropriate queue. You would read the message, check any relevant reference and choose from categories the employer has defined. The aim is to get a useful question to the right person with enough context to continue. The work is remote and online, with less emphasis on answering the question yourself than on a reliable first handoff.

Categories should describe the issue, not the customer’s mood

A message may mention a payment and a delivery, or start with a complaint before asking for a copy of a document. You would look past the opening phrase to identify what action is needed. Where two separate questions require different teams, you would follow the procedure for recording both. You would not force every message into one convenient category merely to clear the inbox. If the available categories do not fit, note the uncertainty and ask a colleague which route should be used.

The best handoff is short and factual. It gives the customer reference if available, names the issue in ordinary language and points to the part of the message that needs attention. It should not recast a customer’s question as a decision already made. For example, a request asking whether a charge is correct goes to the billing team as a question; it does not become a confirmed billing error in your note. These small distinctions let the specialist start from the customer’s real concern.

What would arrive in your queue

You might receive an email asking where a form is, an online message about an order that has not arrived or a note with too little information to tell which account it concerns. The first may be answered with an approved link if your instructions allow it. The second should be sent to the team that can check delivery information. For the third, you may ask for a specific reference or leave a clearly marked item for review. The actual categories and response rules will be taught by the employer.

The core routine:

Read the entire message before assigning it to a queue. Check for a supplied reference and notice whether the customer has actually raised two separate issues. A form question and a billing dispute should not be hidden under one generic label. Use the employer’s routing guide to choose a destination, then write a short note that preserves the original question. If the guide does not cover the issue, ask a colleague rather than choosing a category by its name alone.

When an essential reference is missing, you may send a focused request for it under the team’s instructions. Record whether that question was sent and leave the case visibly awaiting information. If a message is reassigned, the receiving colleague should see where it came from and what has already been done. The handoff should be understandable without a second classification exercise, but it need not repeat every line of the customer’s message. A later reply can change the subject of a case; you would review that new information instead of relying indefinitely on the original label.

You do not need previous call centre or office administration experience. Applicants with little formal experience are welcome, and the company will train you on its categories and systems. You should already be able to read attentively, write a clear sentence and handle routine computer tasks. Customer service experience can help you recognise why a person is contacting the company, but it is an advantage rather than a condition. The role is a good fit for someone who likes organising information without pretending to know every answer.

There may be a shared inbox or case tool with several open items. Keep the status of a message accurate: routed, awaiting a detail and still needing review are not interchangeable. If you have sent a question to a colleague, another person should be able to see that handoff. A quiet home office area supports focused reading of messages and careful handling of personal information in the approved system.

This is remote work available on a full-time or part-time basis. Pay is £24.50–£26.50 per hour. The job does not involve setting service policy or making billing, product or account decisions.

Your application

Please make any experience sorting enquiries, directing requests or keeping a shared inbox organised easy to find. Similar work in a school, shop or voluntary group is relevant. If you are new to the role, clear writing and willingness to learn the team’s routing rules are good starting points. If you’re selected for the next step, you may be asked to complete an application on the hiring company’s website. That possible step belongs to the company’s own hiring process.