Service Improvement Coordinator

RGB Recruitment; Exeter; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

RGB Recruitment is seeking a Service Improvement Coordinator for a 6-month temporary contract in Exeter. The role is hybrid (2-3 days in the office) with 37 hours per week, offering the chance to influence customer experience by turning feedback into positive improvements.

You will manage customer feedback and complaints, collaborate with multiple teams to investigate issues, and develop improvement plans to reduce complaints and raise satisfaction across services.

Qualifications

• Proven experience of managing customer service complaints.
• Experience in 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

Customer service

Complaint handling

Investigation

Collaboration

Empathy

Job description

Service Improvement Coordinator

Location: Exeter

Salary: Competitive

Hours: 37 hours per week, Monday-Friday

Contract: Temporary, ASAP - February 2027

Working Pattern: Hybrid - 2-3 days per week in the office, depending on business needs

We are currently recruiting for a Service Improvement Coordinator for a 6 months contract.

This is a fantastic opportunity for a resilient, empathetic and solution-focused customer service professional who enjoys resolving complex issues and turning customer feedback into positive improvements.

You'll play an important role in managing customer feedback, including complaints and compliments, while working closely with teams across the organisation to investigate issues.

Key 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.

Experience required:

• 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.