Customer Feedback & Service Improvement Specialist

JAM Recruitment Ltd; Exeter; Hybrid; GBP 30,000 - 36,000; Full time

Job summary

JAM Recruitment Ltd in Exeter is seeking a Service Improvement Coordinator on a 6-month contract to manage customer feedback, including complaints and compliments, and drive positive service enhancements.

The role is hybrid, 37 hours per week (Mon-Fri), with a salary around £33,000 per year. You will investigate complex issues, collaborate with multiple teams and turn insights into practical improvements that uplift service delivery.

Qualifications

• Proven experience managing customer service complaints.
• Experience working in a customer service environment.
• Strong resilience and ability to handle sensitive situations.
• Empathetic, customer-focused approach in all interactions.
• Strong investigation, problem-solving and analytical skills.

Responsibilities

• Manage customer complaints and feedback professionally and sensitively.
• Investigate complaints, review evidence and work with colleagues to resolve issues.
• Identify trends and root causes to improve services and prevent recurrences.
• Develop improvement plans based on customer feedback and insights.
• Promote a positive, customer-focused culture across the organisation.
• Provide tailored support to reduce complaints and improve satisfaction.
• Contribute to performance monitoring and service improvement activities.

Skills

Complaint handling

Customer service

Empathy

Investigation

Collaboration

Job description

JAM Recruitment Ltd in Exeter is seeking a Service Improvement Coordinator on a 6-month contract to manage customer feedback, including complaints and compliments, and drive positive service enhancements.

The role is hybrid, 37 hours per week (Mon-Fri), with a salary around £33,000 per year. You will investigate complex issues, collaborate with multiple teams and turn insights into practical improvements that uplift service delivery.