Remote Callback Coordinator for Customer Service

HRS Talent Solutions; Tees Valley; Remote; GBP 38,000 - 41,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Service Callback Coordinator to manage remote callback requests and ensure the right colleagues have context to assist customers efficiently.

You will review incoming requests from online forms or email, record clear case notes, and avoid promising unconfirmed call times. The role blends customer service with office administration, is remote, hourly paid, and part of a support team.

Qualifications

Responsibilities

• Receive callback requests through online forms, email or an assigned support channel, check the details and pass a clear record to the team authorised to call.
• Do not promise an exact call time that has not been confirmed, avoid making cold calls or deciding the substance of a specialist answer.
• Read the customer’s case before creating a callback request and make the reason for contact specific enough for the caller to prepare.
• Update the callback record if a customer writes again while the request is pending, and avoid creating duplicate callbacks.
• If a call was attempted but not completed, follow the team’s rules for the next action and note outcomes.
• Keep the summary concise, including the specific issue, an available reference and what has already been answered.
• If the customer requests a different channel, record that preference and seek the approved alternative from the service owner.
• The work is remote and combines customer service with office administration; you will move between messages, an online customer record and a shared queue.
• Pay is hourly; the hiring company will confirm whether openings are part-time or full-time and how the callback team operates.

Job description

HRS Talent Solutions is seeking a Customer Service Callback Coordinator to manage remote callback requests and ensure the right colleagues have context to assist customers efficiently.

You will review incoming requests from online forms or email, record clear case notes, and avoid promising unconfirmed call times. The role blends customer service with office administration, is remote, hourly paid, and part of a support team.