Service Improvement Coordinator

Pertemps Tm; Westhay; Hybrid; GBP 26,000 - 34,000; Part time

Job summary

Pertemps TM is seeking a Service Improvement Coordinator for a 6 months contract in Weston-super-Mare. The role combines customer service excellence with problem solving to manage feedback, investigate issues, and drive improvements. Hybrid working 2–3 days in the office, ASAP start.

You will need a resilient, empathetic approach, strong analytical skills and the ability to work across teams to turn insights into positive changes for customers and the business.

Qualifications

• 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.

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 excellence

Complaint handling

Investigation and analysis

Problem-solving

Empathy and customer focus

Collaboration across teams

Resilience

Tools

CRM software

Job description

Service Improvement Coordinator

Location: Weston Super-Mare
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.