Correspondence and enquiry handling

Original to this reference.

Levels

1. Awareness

You can:

• answer calls and emails politely and take accurate messages
• pass enquiries to the right person

2. Working

You can:

• handle routine correspondence and enquiries yourself
• draft letters and replies for others to sign
• keep correspondence logs and chase replies

3. Practitioner

You can:

• manage correspondence for a senior leader, including sensitive and complaint letters
• draft replies that need tact, accuracy, and judgment
• make sure replies meet deadlines

4. Expert

You can:

• set the process and standards for executive correspondence
• handle the most sensitive correspondence, including with regulators, partners, and the media

Closest ESCO skills

• route correspondence to business departments (close match)
• maintain correspondence records (close match)
• communicate by telephone (narrow match)

Contains ESCO v1.2.1 data (https://esco.ec.europa.eu/). © European Union. Reuse authorised under Commission Decision 2011/833/EU.

Role levels that expect this skill