Service Improvement Advocate

JAM Recruitment Ltd; Exeter; On-site; GBP 28,000 - 38,000; Full time

Job summary

JAM Recruitment Ltd is seeking a Service Improvement Advocate in Exeter on a fixed-term contract until February 2027. The role offers £33,163 per annum for 37 hours per week with hybrid working.

You will professionally manage customer feedback, complaints and compliments, investigating complex cases and gathering evidence to resolve issues. Based in Exeter with hybrid working options across Weston-super-Mare or Tolvaddon, you will collaborate with internal teams to translate feedback into

Qualifications

• Experience managing customer complaints or escalated customer enquiries.
• Strong customer service background.
• Excellent communication, investigation and problem-solving skills.
• Ability to build positive relationships across teams.
• Organised, resilient and able to manage a varied workload.

Responsibilities

• Manage customer feedback, complaints and compliments professionally and efficiently.
• Investigate complex cases, gather evidence and work with colleagues to achieve positive outcomes.
• Promote best practice in complaint handling and customer service standards.
• Identify trends and root causes to support continuous service improvement.
• Develop improvement plans that enhance the customer experience.

Skills

Customer feedback

Complaints handling

Investigation

Communication

Problem solving

Cross-team collaboration

Organised

Education

Business Administration qualification

Tools

Booking systems

Job description

The Service Improvement Advocate in Exeter is a fixed-term contract role until February 2027, offering £33,163 per annum for 37 hours weekly, Monday to Friday, with hybrid working available. The position involves professionally managing customer feedback, complaints, and compliments, investigating complex cases, and gathering evidence to resolve issues. You will collaborate with colleagues to achieve positive outcomes, promote best practice in complaint handling, and identify trends or root causes that support ongoing service development. This contract/interim placement suits someone with experience addressing customer concerns and a genuine commitment to enhancing service delivery. Working closely with internal teams, you will ensure feedback translates into tangible improvements.

Exeter, Weston-super-Mare or Tolvaddon (Hybrid Working)

£33,163 per annum

37 hours per week, Monday-Friday

Fixed-Term Contract until February 2027

Key Responsibilities

• Manage customer feedback, complaints and compliments professionally and efficiently
• Investigate complex cases, gather evidence and work with colleagues to achieve positive outcomes
• Promote best practice in complaint handling and customer service standards
• Identify trends and root causes to support continuous service improvement
• Develop improvement plans that enhance the customer experience

What We''re Looking For

• Experience managing customer complaints or escalated customer enquiries
• Strong customer service background
• Excellent communication, investigation and problem-solving skills
• Ability to build positive relationships across teams
• Organised, resilient and able to manage a varied workload

Desirable

• Knowledge of social housing
• Experience producing reports and monitoring performance
• Business Administration or Customer Service qualification
• Experience using booking or scheduling systems

This is a fantastic opportunity to join a customer-focused organisation where you''ll play a key role in improving services and making a real difference.