band 4 correspondence officer.

The Correspondence Officer is responsible for providing friendly, responsive, accurate, and consistent information, advice, and service to all customers. The role coordinates the end-to-end workflow of written communications, ensuring all inquiries are tracked, and resolved with a high degree of professionalism. This position contributes to a culture of service excellence, continuous improvement, and teamwork within the organisation.

Key Responsibilities

• Manage the daily intake of correspondence using Microsoft Planner and Outlook, ensuring all items are analysed and assigned to the correct work area.

• Identify the core issues within incoming communications, determine the appropriate subject matter expert, and apply realistic due dates based on organisational KPIs.

• Review and edit draft responses for grammar, tone, and clarity, ensuring all outgoing communication meets professional standards.

• Manage shared inboxes and digital planning systems, utilising triage rules, tagging, and escalation protocols to maintain organised records.

• Monitor deadlines and Service Level Agreements to ensure timely responses and minimise overdue items.

• Facilitate the internal review process, obtaining necessary approvals for final responses before official distribution or upload.

• Contribute to and expand the team-wide knowledge centre to ensure consistent messaging and process efficiency.

• Proactively identify and resolve tasks, ensuring inquiries reach the correct business unit without unnecessary delay.

Essential Selection Criteria

• Exceptional ability to produce clear, concise, and audience-appropriate correspondence with a mastery of grammar and formatting.

• Proficiency in Microsoft 365 and experience utilising records management systems to track complex workflows.

• Demonstrated ability to manage competing priorities, utilise time-blocking, and maintain dependability under pressure to meet strict KPIs.

• A meticulous approach to accuracy and a high level of integrity when handling sensitive information and privacy-aware writing.

• A reliable and respectful approach to stakeholder engagement, with a commitment to maintaining positive working relationships and reliability.