Customer Correspondence Manager - Temporary until December 2027

Can you turn complex information into clear, reassuring answers? Help people affected by an incident feel heard and informed.

You’ll manage enquiries and written complaints from customers, communities and MPs, gathering information from colleagues to provide accurate, timely replies. You’ll handle sensitive issues with empathy, speak with customers by phone and keep clear, confidential records.

You’ll bring:

• Excellent communication skills and the ability to explain technical information in plain English.
• Experience of handling written complaints, working with local communities and responding to MPs.
• Strong relationship-building skills, patience and sound judgement.
• The ability to prioritise changing demands, meet deadlines and maintain accuracy under pressure.
• Confidence using Microsoft Office and handling confidential information.

In this role you'll:

• Explain complex and technical issues in clear, sensitive replies, tailoring your response to each enquirer while keeping a consistent organisational tone of voice.
• Working alongside other Correspondence Managers and officers, you’ll share good practice and help improve how enquiries are handled.
• Work with colleagues, local authorities and other government departments to answer enquiries and follow up outstanding information.
• Handle complaints and sensitive enquiries with patience, empathy and sound judgement, using information from different sources to resolve queries.

Ready to make a difference? Apply now — we’d love to hear from you.