Refund Status Customer Service Adviser

HRS Talent Solutions; Chatham; Remote; GBP 55,000 - 59,000; Full time

Job summary

HRS Talent Solutions in the United Kingdom (remote) is seeking a Refund Status Customer Service Adviser to handle inquiries about refunds after approval. The role focuses on providing accurate status information from billing records and avoiding commitments that a refund has completed.

The position requires careful verification of transaction references, secure handling of data, and collaboration with the billing team to resolve questions while maintaining privacy and clear communication.

Responsibilities

• Provide status information from approved billing records and communicate what is known about a refund's stage (requested, approved, initiated or completed)
• Avoid promising that a refund has arrived or been completed; refer to the billing owner for unresolved questions
• Locate the correct transaction reference and related order or invoice using customer details and ensure the information matches the employer's definitions
• Record the customer’s report, keep the case moving, and hand off to the billing specialist when needed
• Maintain privacy: do not collect card numbers or bank details via ordinary email
• Keep records of the source checked, the status communicated, and the next owner, and reference previous threads when replying to customers
• Acknowledge disputes or calculation questions as separate from status-only inquiries and handle accordingly
• Assist with remote billing record reviews and general customer service tasks, ensuring clarity and accuracy of the recorded information
• When refunds are split across multiple transactions, report only verifiable parts and defer explanations to the billing team

Job description

Refund Status Customer Service Adviser

Customer Service | Billing Enquiries | Remote
Salary £55,000–£58,500 per year for full-time work; part-time pro rata

After a refund has been approved, a customer may still ask when it was issued, which payment method it was sent to or why it has not appeared. This position gives status information from approved billing records and keeps unanswered questions with the team that can investigate them. You would not approve a refund, calculate a new amount or promise that a bank has completed a transaction because the internal system says it was initiated.

Start with the right transaction

An account can contain several charges or refunds. Locate the request using the customer’s permitted details and the relevant order or invoice reference. Check which stage the system actually shows: requested, approved, initiated or completed under the employer’s definitions. If the record is unclear, ask the billing owner before answering. A customer should not be told money has arrived when the available evidence supports only that a refund was sent for processing.

If someone asks to change the destination of a refund, route it to the authorised team and follow the security process. Do not collect card numbers or bank details in ordinary email. A question about why an amount differs from a customer’s expectation is a dispute or calculation question, not a status-only enquiry. Acknowledge it and pass the case with the relevant history, rather than trying to justify a figure outside your authority.

From first message to a useful reply

You might answer a simple question about the date shown in the record or provide approved information about the company’s processing stages. A customer may then reply that their bank cannot see the transaction. Record that new information and send it to the billing specialist. Avoid repeating the original status as though it resolves the concern. A case can remain open after a factual status update if an investigation is still needed.

Office administration supports the service. Note the source checked, the status communicated and the next owner. Read a previous thread before asking the customer to send the same reference again. If the refund relates to a cancelled order, keep the billing question attached to the correct transaction while preserving the separate order history. A tidy record is valuable only when it reflects the actual sequence.

Your tasks may include

A refund enquiry begins with matching the correct transaction reference and the status the billing system actually displays. Use the approved customer wording for that stage, and check whether an earlier reply is now out of date. Questions about the amount, a destination change or missing funds need a billing specialist. Keep payment credentials out of general notes and messages. Record the customer’s report that funds have not arrived, make the handoff clear and follow up only on actions assigned to this role. An initiated transaction is not the same as confirmed receipt.

The work is remote through online billing records and written customer service. A private home office is important for handling account details. Previous finance work is an asset, not a condition of applying. The employer will train you on its status labels, privacy rules and referral process. You should be comfortable with dates and references, but do not need to give financial advice. The company will confirm the exact part-time or full-time arrangement.

The annual range above describes full-time pay; a part-time salary would be adjusted. This is not a collection role or a job that decides whether a refund is owed. It helps people understand the stage of a decision already made and keeps unresolved questions moving.

When a refund was split across more than one transaction, the record may show different processing dates. State only the parts you can verify and ask billing about a missing or unexplained line. A single “completed” label on one transaction should not be used to close a question about the whole amount. If the customer provides a bank statement, follow the employer’s secure handling instructions rather than copying it into a general support ticket.