Customer Experience & Service Improvement Specialist

Pertemps Tm; Exeter; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

Pertemps TM Exeter, located in the South West, is seeking a Service Improvement Coordinator on a 6‑month temporary contract. The role focuses on managing customer feedback, including complaints and compliments, and working with teams to drive improvement.

The position is hybrid, with 2–3 days per week in the office, a 37-hour week, and an ASAP start through February 2027. Ideal candidates will be resilient, empathetic and skilled at investigating issues to implement positive changes.

Qualifications

• Proven experience of managing customer service complaints.
• Previous experience working within a customer service environment.
• Strong resilience and the ability to deal with challenging or sensitive situations.
• A highly empathetic and customer-focused approach.
• Strong investigation, problem-solving and analytical skills.
• The ability to work collaboratively with different teams.

Responsibilities

• Manage customer complaints and feedback professionally and sensitively.
• Work with colleagues to investigate complaints, review evidence and achieve positive resolutions.
• Identify trends and root causes to help improve services and prevent recurring issues.
• Develop improvement plans based on customer feedback.
• Help promote a positive, customer-focused culture across the organisation.
• Provide tailored support to help reduce complaints and improve customer satisfaction.
• Contribute to performance monitoring and service improvement activity.

Skills

Complaint handling

Customer service

Investigation skills

Analytical thinking

Empathy

Job description

Pertemps TM Exeter, located in the South West, is seeking a Service Improvement Coordinator on a 6‑month temporary contract. The role focuses on managing customer feedback, including complaints and compliments, and working with teams to drive improvement.

The position is hybrid, with 2–3 days per week in the office, a 37-hour week, and an ASAP start through February 2027. Ideal candidates will be resilient, empathetic and skilled at investigating issues to implement positive changes.