Service Improvement Coordinator

JAM Recruitment Ltd; Weston-super-Mare; Hybrid; GBP 30,000 - 36,000; Full time

Job summary

RGB Recruitment in Exeter is seeking a Service Improvement Coordinator for a full-time, temporary role. The position offers £33,000 per annum with a hybrid pattern (2–3 days in the office, the rest remote) and runs until February 2027.

You will manage customer feedback, including complaints and compliments, investigate concerns, identify root causes, and propose practical improvements. The role requires resilience, empathy and strong analytical skills to translate feedback into service

Qualifications

• Proven experience of managing customer service complaints.
• Strong analytical skills to translate feedback into improvements.
• Ability to work with multiple teams to investigate issues.

Responsibilities

• Manage customer complaints and feedback professionally and sensitively.
• 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

Analytical skills

Root cause analysis

Collaboration

Education

No formal requirement

Job description

The Service Improvement Coordinator position in Exeter, with RGB Recruitment, is a full-time, temporary role offering £33,000 per annum. This hybrid post requires 2–3 days weekly in the office, with the remaining time remote. The contract runs until February 2027. You will manage customer feedback, including formal complaints and compliments, investigating concerns thoroughly. Collaborating with various departments, you will identify root causes and recommend practical solutions. This role suits a resilient, empathetic customer service professional who thrives on resolving complex problems. Strong analytical skills are essential for translating feedback into tangible service enhancements. Your efforts will directly shape organisational practices, ensuring customer voices lead to meaningful change.

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.