Customer Care Administrator (E-Communications Team)

Liverpool | Hybrid Working Available | Full Time | 37.75 Hours Per Week

Working Hours: Monday-Friday on a rota basis between 8:00am and 6:00pm

Benefits

• Private Healthcare
• Competitive Pension Scheme
• Generous Holiday Allowance
• Employee Assistance & Wellbeing Support
• Hybrid Working
• Ongoing Training & Career Development
• Supportive and Collaborative Culture
• Long-Term Career Opportunities

The Opportunity

Our client is a well-established and highly respected organisation within the health and wellbeing sector and is looking to recruit a Customer Care Administrator to join their E-Communications Team.

This is a rewarding opportunity to support customers through written communication channels, managing a range of complex and sensitive enquiries including complaints, bereavement notifications and vulnerable customer cases. You'll take ownership of cases from start to finish, ensuring customers receive a professional, empathetic and timely service throughout their journey.

The successful candidate will have exceptional written communication skills, strong attention to detail and a genuine passion for delivering outstanding customer outcomes.

Key Responsibilities

• Manage complex customer enquiries received through digital and written communication channels.
• Handle complaints, bereavement cases and vulnerable customer situations with sensitivity and professionalism.
• Take ownership of customer cases from initial contact through to resolution.
• Draft clear, accurate and customer-focused written responses.
• Support the handling and processing of complex claims and customer requests.
• Liaise with customers, next of kin and third parties where appropriate.
• Ensure all activity is completed in line with internal procedures, regulatory requirements and service standards.
• Maintain accurate system records and documentation.
• Identify and escalate risks, trends or recurring customer issues.
• Contribute to continuous improvement initiatives across the wider customer care function.

About You

Essential Skills & Experience

• Excellent written and verbal communication skills.
• Strong empathy and emotional intelligence.
• Ability to handle sensitive and complex customer situations.
• Exceptional attention to detail and accuracy.
• Strong organisational and case management skills.
• Customer-focused with a commitment to delivering fair and positive outcomes.
• Confident working within processes and regulatory guidelines.

Desirable

• Experience handling complaints or escalated customer queries.
• Experience supporting vulnerable customers or bereavement cases.
• Previous experience within a regulated environment such as financial services, insurance, healthcare or utilities.
• Knowledge of complaint handling frameworks and customer outcome standards.

What's On Offer?

This is an excellent opportunity to join an organisation that genuinely invests in its people and offers a supportive, collaborative working environment. You'll play a key role in delivering high-quality customer support through written communications and make a meaningful difference to customers during some of their most important interactions.

Location: Liverpool (Hybrid Working Available)
Hours: 37.75 per week
Working Pattern: Monday-Friday between 8:00am and 6:00pm