Customer Correspondence Manager - Temporary until December 2027
- Hiring from
- United Kingdom
- Work type
- Hybrid
- Posted
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About You
Can you turn complex information into clear, helpful answers?
Do you listen carefully and stay calm when people are worried or upset?
Help communities feel heard through thoughtful, accurate correspondence.
You’ll bring:
- Excellent written and spoken communication skills, with the ability to explain technical information in plain English.
- Experience of handling enquiries and written complaints, working with local communities and responding to MPs on behalf of residents.
- Experience of building strong relationships and coordinating with people at all levels, both inside and outside an organisation.
- A thoughtful, patient approach. You can understand someone’s concerns, respond with empathy and look at difficult situations fairly.
- Strong organisation skills. You can prioritise changing demands, meet tight deadlines and check the details, even under pressure.
- Confidence using Microsoft Office and handling sensitive information confidentially.
About The Role
You’ll help people affected by an incident get clear answers and feel heard, supporting our incident response in this 12-month fixed-term role.
You’ll manage enquiries from customers, residents, communities and parliamentarians acting for their constituents. Working with colleagues across the incident team and wider organisation, you’ll gather information and provide accurate replies within agreed deadlines.
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.
- Speak with customers by phone to understand their concerns, offer reassurance and confirm agreed actions in writing.
- Work alongside other Correspondence Managers and officers to share good practice, coordinate messaging and maintain high standards.
- 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.
- Keep accurate, confidential records and find ways to improve how correspondence is managed.
Make a practical difference by helping people understand what is happening and what happens next.
To find out more about the role, take a look at the job description.
Role location: Mansfield (Hybrid Working with at least one day working our of our Mansfield office)
Schedule:
Application closing date: 22 November 2026
Interviews: w/c 30 November 2026
(If you are unavailable on these interview dates, please make us aware, and we will look at alternative dates)
Security:
Successful candidates must pass basic security checks and will be subject to UK Immigration requirements.
About Mining Remediation Authority
Why join us?
Make a real difference with flexibility, long‑term security and support for life outside work.
At the Mining Remediation Authority, you’ll do meaningful work that improves people’s lives and protects the environment, while building a sustainable and balanced career.
- Flexibility that fits your life – hybrid working and flexibility in how you manage your time
- Financial security for your future – including a pension with up to 29% employer contribution
- Time to recharge – 27.5 days’ annual leave plus bank holidays, with options to flex more days
- Support through life’s big moments – generous family leave and flexibility when you need it most
- Opportunities to grow – funded learning, development and professional subscriptions
- Wellbeing support you can use every day – including a monthly wellbeing allowance, confidential support and practical health benefits
Find out more about our full range of benefits and what it’s like to work with us here Life page
About us
At the Mining Remediation Authority, we make a real difference to people and places across Great Britain. From managing mining hazards to protecting the environment, our work keeps communities safe. We’re also playing an exciting role in the future of energy, helping to unlock mine water heat as a sustainable source to support the UK’s net zero ambitions. Our people are knowledgeable, collaborative and committed to doing the right thing for each other and for the communities we serve.
Why this matters
You’ll be joining an organisation that’s proud of the impact we make. We’re supportive, inclusive and genuinely care about delivering the right outcomes for communities across England, Scotland and Wales. Discover more about our work in our Business Plan
Inclusion matters to us
We’re committed to building a workforce that reflects the diversity of the communities we serve, and we welcome applications from everyone.
We offer a guaranteed interview scheme for disabled applicants and those from minority ethnic backgrounds who meet the minimum criteria.
If you need any adjustments as part of the recruitment process, please contact us at Recruitment@MiningRemediation.gov.uk or call 01623 637000 we’re here to support you.
Skills
Business Administration - Planning and organisation, Business Administration - Attention to detail, Business Administration - Decision making, Change Management - Stakeholder Engagement
