Customer Feedback Co-ordinator

TN United Kingdom; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Feedback Co-ordinator to enhance customer satisfaction through effective complaint management. This role involves acting as the primary contact for customer feedback, ensuring that complaints are recorded, investigated, and resolved in alignment with company policies. You'll collaborate with various teams to improve services while maintaining a positive relationship with customers. This position offers a dynamic work environment with opportunities for professional growth, making it ideal for those passionate about customer service and feedback processes.

Benefits

Pension scheme with up to 10% contributions

Healthcare with savings options

Starting annual leave of 26 days

Flexi-time for work-life balance

Professional membership fee coverage

Discounts through The Market Place

Wellbeing initiatives

Qualifications

• Experience in a customer-focused environment with high service standards.
• Strong relationship-building skills with colleagues and stakeholders.

Responsibilities

• Capturing and recording complaints and compliments in the database.
• Communicating with customers about the feedback process and keeping them informed.
• Collaborating with the Head of Customer Voice to produce reports.

Skills

Customer service experience

Communication skills

Organization skills

Proficiency in Microsoft Office

Problem-solving skills

Record-keeping

Tools

Microsoft Office

IT systems

Job description

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Customer Feedback Co-ordinator, Manchester

Client: Great Places Housing Group

Location: Manchester, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference:

af0527f7b453

Job Views:

3

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

Customer Feedback Co-ordinator

You will act as the main contact for customers providing feedback, overseeing, recording, investigating, and responding to complaint cases received by the Group. Your role involves liaising between customers and service teams to ensure fair treatment and appropriate resolutions in line with the Customer Feedback policy, Housing Ombudsman Complaints Handling Code, and Great Places’ values.

Responsibilities include:

• Capturing and recording complaints and compliments in the database
• Supporting complaint investigations as a point of contact for service colleagues
• Communicating with customers about the feedback process and keeping them informed
• Monitoring and tracking complaint cases to ensure compliance
• Reporting on complaint data weekly
• Collaborating with the Head of Customer Voice and Feedback Manager to produce reports and suggest service improvements
• Managing cases through the feedback policy, including escalations to the Housing Ombudsman, and monitoring customer satisfaction
• Maintaining a database for compensation and supporting colleagues with the complaints process

Requirements:

• Experience in a customer-focused environment with high service standards
• Excellent communication, organization, and prioritization skills
• Ability to work independently and proactively
• Strong relationship-building skills with colleagues and stakeholders
• Proficiency in Microsoft Office and IT systems
• Accuracy and timeliness in task completion under deadlines
• Effective written and verbal communication skills
• Experience in record-keeping and report writing
• Problem-solving skills and resolution orientation
• Positive professional image and integrity
• Flexibility to work varied hours as needed

Additional information:

• Attendance at training sessions, including face-to-face, virtual, and e-learning, is required
• This role involves safeguarding responsibilities and is subject to a DBS check

Benefits:

• Pension scheme with up to 10% contributions
• Healthcare with savings options and family coverage
• Starting annual leave of 26 days, increasing to 30 + Bank Holidays
• Flexi-time for work-life balance, up to 13 days per year
• Hybrid and flexible working arrangements
• Professional membership fee coverage
• Discounts through The Market Place and wellbeing initiatives