Service Improvement Coordinator

Pertemps Tm; Weston-super-Mare; Hybrid; GBP 21,000 - 27,000; Full time

Job summary

Pertemps TM is seeking a Service Improvement Coordinator in Weston Super-Mare for a 6 months contract. You will manage customer feedback, including complaints and compliments, and work with teams to investigate issues.

The role requires resilience, empathy and strong analytical skills to identify trends and develop improvement plans that reduce complaints and improve customer satisfaction across the organisation. This hybrid role supports office collaboration 2–3 days weekly.

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 complaints management

Customer service

Resilience

Empathy

Investigation

Problem solving

Analytical thinking

Collaboration

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.