Customer Feedback Coordinator
Department:
Customer Services, Commercial
Location:
Markethill or Birkhill, Lesmahagow
Reports to:
Group Customer Services Manager
Monday to Friday 8-5pm
Right to Work in the UK Essential
About the Rol
eWe are seeking a proactive and customer-focused
Customer Feedback Coordinato
r to help shape and improve the customer experience across the business. In this key role, you will gather, analyse, and respond to customer feedback, working closely with internal teams to ensure customer insights lead to meaningful action
.
This is an excellent opportunity for someone who is passionate about service improvement, values collaboration, and takes pride in ensuring the customer voice is heard and acted upo
**n.
Key Responsibilit**
iesCustomer Feedback & Analy
* sisGather and categorise customer feedback to spot trends, pain points, and areas for improveme
* nt.Produce regular reports on customer sentiment and satisfaction metri
cs.Collaboration & Act
* ionWork with Sales, Operations, Transport, Quality, and Customer Service teams to share insights and recommend improvemen
* ts.Track the progress of feedback-related initiatives to ensure timely resolutio
* ns.Respond to customer feedback professionally and empathetical
ly.Reporting & Monitor
* ingContribute to the delivery and monitoring of key KPIs and SLAs across departments, escalating issues where appropria
* te.Develop and manage customer feedback forms and surve
ys.Communicat
* ionCommunicate effectively with both internal teams and customers to ensure clarity, alignment, and follow-throu
gh.Continuous Improvem
* entSupport a culture of continuous improvement within the organisati
* on.Recommend and help implement strategies that improve customer experience and simplify process
* es.Conduct and support root-cause analysis to drive positive change and cost contr
* ol.Stay informed about best practices and tools in customer feedback manageme
nt.Gene
* ralCarry out additional tasks as required, in line with the role and your capabiliti
**es.
Essential Skills & Experi**
* enceAt least 2 years' experience in a customer service, support, or feedback-related r
* ole.Strong analytical and communication ski
* lls.Detail-oriented with excellent organisational and project management abilit
* ies.Confident working cross-functionally and influencing stakehold
* ers.Proficient in Microsoft Excel and W
* ord.Self-motivated and a strong team pla
yer.Des
* iredExperience working with customers and members of the pub
lic.
If you're passionate about improving customer journeys and thrive in a collaborative environment, we'd love to hear from
you
Please apply via
areersClosing Date 17th Octobe
r 2025