Service Improvement Coordinator

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

The Service Improvement Coordinator in Exeter handles customer feedback, including complaints and compliments, for a permanent position paying £33,000 annually. Working 37 hours weekly, Monday to Friday, this hybrid role requires 2–3 office days per week. You will investigate complex issues, collaborate with various departments, and convert user insights into tangible enhancements. Suited to a resilient, empathetic professional with strong problem-solving abilities, this position demands sensitivity when managing correspondence. Your work directly shapes service delivery, ensuring organisational responses remain professional and constructive. This role suits someone who thrives on resolving challenges and driving positive change.

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.