At a Glance
- Tasks: Coordinate customer feedback and complaints to enhance service quality.
- Company: Join a dynamic organisation committed to customer satisfaction and continuous improvement.
- Benefits: Enjoy flexible working, generous leave, health plans, and development opportunities.
- Other info: Collaborative environment with a focus on fairness, respect, and diversity.
- Why this job: Make a real difference by ensuring customer voices are heard and acted upon.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 30000 - 40000 € per year.
We are looking for a highly organised and customer-focused Customer Experience and Feedback Coordinator to act as the central hub for all customer feedback, complaints, and compensation requests. In this key role, you will ensure customer concerns are handled efficiently, fairly, and in line with regulatory requirements, helping to drive continuous improvement and deliver excellent service standards.
Key Responsibilities
- Act as the central coordination point for customer complaints, compensation claims, and feedback and enquiries.
- Triage, record, and assign cases to appropriate managers or service leads.
- Monitor case progress to ensure timely, high-quality responses.
- Escalate risks, delays, or complex issues where necessary.
- Produce reports and insights for senior leadership, Board, and Committees.
- Analyse feedback data to identify trends, risks, and improvement opportunities.
- Support organisational learning and service improvement initiatives.
- Ensure accurate data management using systems such as Power BI and Microsoft 365.
- Liaise across departments to resolve customer issues effectively.
About You
- Experienced in handling complaints or enquiries in a customer-facing environment.
- Skilled in producing clear, professional written reports.
- Confident working across multiple teams to resolve issues.
- Highly organised with strong attention to detail and data accuracy.
- Calm, empathetic, and objective when dealing with sensitive situations.
- Analytical, with the ability to identify trends and risks from data.
- Comfortable using digital systems and case management tools.
Desirable
- Ability to speak and write in Welsh.
Our Values
- Customer focus.
- Strong communication and influencing skills.
- Teamworking and collaboration.
- Adaptability and openness to change.
- Commitment to fairness, respect, and diversity.
What We Offer
- Flexible and hybrid working.
- Generous annual leave, bank holidays and volunteering days.
- Health cash plan for everyday healthcare costs.
- Pension scheme.
- Learning and development opportunities.
- Cycle to Work scheme.
Why Join Us
You’ll play a vital role in ensuring customers’ voices are heard and acted upon, helping to shape better services and strengthen accountability across the organisation.
Customer Experience and Feedback Coordinator employer: Career Choices Dewis Gyrfa Ltd
As a Customer Experience and Feedback Coordinator, you will thrive in a supportive and inclusive work culture that prioritises customer focus and collaboration. Our commitment to employee growth is evident through our generous learning and development opportunities, alongside flexible working arrangements that promote a healthy work-life balance. Join us in making a meaningful impact by ensuring customer voices are heard, all while enjoying benefits like a health cash plan and a cycle to work scheme.
Contact Detail:
Career Choices Dewis Gyrfa Ltd Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience and Feedback Coordinator
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer experience. We recommend role-playing with a friend to build your confidence and get feedback on your responses.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've used data to improve customer service in past roles. This will demonstrate your ability to identify trends and drive continuous improvement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and contributing to our customer-focused mission.
We think you need these skills to ace Customer Experience and Feedback Coordinator
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in handling customer feedback and complaints. We want to see how your skills align with the role of Customer Experience and Feedback Coordinator!
Showcase Your Writing Skills:Since this role involves producing clear, professional reports, it’s essential to demonstrate your writing prowess. Use concise language and structure your application well to reflect your ability to communicate effectively.
Highlight Your Organisational Skills:Being highly organised is key for this position. In your application, share examples of how you’ve managed multiple tasks or projects simultaneously, ensuring everything runs smoothly and efficiently.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to make a difference in customer experience!
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Know Your Customer Experience Basics
Before the interview, brush up on key customer experience principles. Understand how to handle complaints and feedback effectively, as this role is all about being the go-to person for customer concerns. Familiarise yourself with common customer service scenarios and think about how you would approach them.
✨Showcase Your Organisational Skills
Since this position requires strong organisational abilities, be ready to discuss your methods for managing multiple tasks. Prepare examples of how you've successfully triaged and resolved customer issues in the past, highlighting your attention to detail and ability to keep track of case progress.
✨Demonstrate Your Analytical Mindset
This role involves analysing feedback data to identify trends and risks. Be prepared to talk about any experience you have with data analysis tools like Power BI or Microsoft 365. If you can, bring examples of reports you've created or insights you've derived from data to showcase your analytical skills.
✨Emphasise Your Communication Skills
Strong communication is key in this role, so think about how you can demonstrate your ability to communicate clearly and professionally. Prepare to discuss how you've liaised with different teams to resolve issues and how you ensure that customer voices are heard and acted upon.
