Remote Email Enquiries Specialist

HRS Talent Solutions; Newcastle upon Tyne; Remote; GBP 40,000 - 43,000; Full time

Job summary

HRS Talent Solutions is seeking a Service Enquiry Correspondence Assistant to manage written customer enquiries via email and online messages in a fully remote role. You will rely on guidance and approved records to provide clear, actionable responses without inventing policy changes.

The role supports both full-time and part-time arrangements, with pay of £29.00–£31.00 per hour. Training covers approved responses, systems, and when to hand off to colleagues with proper context.

Qualifications

• Experience handling customer emails or written inquiries is preferred.
• Comfort with using guidance docs and customer records to answer questions.
• Ability to write clear, courteous messages and maintain professional tone.

Responsibilities

• Read incoming emails and online requests to identify the actual question.
• Use approved information to answer routine questions in plain language.
• Check the relevant customer record before repeating or changing information.
• Ask for missing details when a request cannot be handled yet.
• Escalate issues that require another team with context for continuity.
• Update the case or message record after a reply or handoff.
• Review drafted responses for spelling, tone and accuracy.

Skills

Customer service

Email support

Remote work

Job description

HRS Talent Solutions is seeking a Service Enquiry Correspondence Assistant to manage written customer enquiries via email and online messages in a fully remote role. You will rely on guidance and approved records to provide clear, actionable responses without inventing policy changes.

The role supports both full-time and part-time arrangements, with pay of £29.00–£31.00 per hour. Training covers approved responses, systems, and when to hand off to colleagues with proper context.