Digital Correspondance Specialist

PURPOSE OF THE ROLE

We are seeking a Digital Correspondence Specialist to deliver exceptional customer service through non-voice channels, including live chat, email, and digital messaging platforms. The successful candidate will act as a brand ambassador, resolving customer queries efficiently while ensuring professional, empathetic, and compliant customer experience aligned to UK service standards. This role is ideal for individuals with strong written communication skills, high attention to detail, and the ability to manage multiple conversations simultaneously.

• Provide timely and accurate customer support via live chat, email, and other non-voice channels
• Handle customer enquiries, complaints, and service requests in line with UK customer service expectations
• Maintain a high standard of written communication
  , grammar, and tone in all customer interactions
• Resolve issues efficiently on first contact where possible, escalating complex cases when required
• Navigate multiple systems and tools simultaneously to retrieve and update customer information
• Adhere to SLAs, KPIs, quality standards
  , and compliance requirements
• Accurately document all customer interactions and outcomes
• Demonstrate empathy and professionalism when dealing with sensitive or escalated cases
• Contribute to continuous improvement by identifying trends, issues, or process gaps

• Matric or Equivalent qualification
• Minimum 1 year’s Customer Service or Call Centre Experience in a digital support role
• International Campaign experiences is advantageous
• Ability to work in the UK hours and weekends.
• Reliable transport for late shifts

• Excellent written English communication skills (Grammer, Spelling and tone)
• Strong customer-centric mindset with problem-solving approach
• Ability to manage multiple chat conversations simultaneously
• High attention to detail and accuracy
• Strong time management and organizational skills
• Resilient, adaptable ad able to work under pressure
• Tech-savvy with the ability to learn new systems quickly.

• Competitive Salary
• Attendance bonus
• Performance-based Incentives
• Career progression and promotion opportunities
• Group Life Plan (Life Cover, Disability Benefit and Dread Disease and Funeral Cover)