Public Correspondence Executive

Job Title: Public Correspondence Executive

Location: Hybrid Working (2 days per week in the office - multiple locations)

Contract: Temporary (initially 3-4 months)

Daily Rate: £160.08-£181.63 per day (Umbrella)

Hours: Full-Time or Part-Time

Start Date: ASAP - ideally early November

Key Responsibilities

• Receive, review and manage incoming complaints, public enquiries and requests for information, ensuring each case is appropriately assessed and progressed.
• Coordinate the end-to-end complaints process, including acknowledging correspondence, logging cases, obtaining supporting information and monitoring progress through to resolution.
• Respond directly to straightforward complaints and enquiries, drafting clear, accurate and professional correspondence.
• Liaise with relevant internal teams and stakeholders to obtain advice and information required to respond to more complex cases.
• Participate in daily triage meetings, assessing incoming correspondence and taking ownership of cases to ensure they are appropriately allocated and progressed.
• Monitor outstanding cases, chase responses and ensure colleagues provide the necessary information within statutory and organisational deadlines.
• Identify sensitive or potentially high-profile issues and escalate concerns to the appropriate stakeholders promptly.
• Maintain accurate records on the case management system, ensuring correspondence is processed efficiently and in line with established procedures.
• Contribute to the development of best practice and support consistent standards across the wider team.

Candidate Requirements

• Proven experience managing complaints and enquiries within a customer-focused environment.
• The ability to manage a varied caseload, prioritise competing demands and deliver work to tight deadlines.
• Excellent written communication skills, with the ability to draft clear, accurate and well-structured responses.
• Strong stakeholder management skills, including the confidence to liaise with colleagues at different levels and obtain information from multiple teams.
• The ability to identify emerging issues, recognise when matters require escalation and take appropriate action.
• Excellent attention to detail, with experience maintaining accurate case records and monitoring progress.
• A proactive and organised approach, with the ability to work independently and contribute effectively within a busy team.
• Previous experience in a regulatory or transport environment would be advantageous, particularly where you have dealt with complex complaints, sensitive issues or correspondence requiring input from multiple stakeholders.

Why Apply?

• An opportunity to join a public sector regulatory organisation working on important transport-related issues.
• The chance to make an immediate impact by helping a team manage a high-volume workload and reduce an existing backlog.
• An initial temporary assignment with an immediate start anticipated.