Overview
Join to apply for the Customer Feedback Coordinator role at Harbro Ltd.
Department: Customer Services, Commercial
Location: Markethill or Birkhill, Lesmahagow
Reports to: Group Customer Services Manager
Hours: Monday to Friday 8-5pm
Right to Work in the UK Essential
About the Role
We are seeking a proactive and customer-focused Customer Feedback Coordinator 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 upon.
Key Responsibilities
* Gather and categorise customer feedback to spot trends, pain points, and areas for improvement
* Produce regular reports on customer sentiment and satisfaction metrics
* Work with Sales, Operations, Transport, Quality, and Customer Service teams to share insights and recommend improvements
* Track the progress of feedback-related initiatives to ensure timely resolution
* Respond to customer feedback professionally and empathetically
Reporting & Monitoring
* Contribute to the delivery and monitoring of key KPIs and SLAs across departments, escalating issues where appropriate
* Develop and manage customer feedback forms and surveys
Communication
* Communicate effectively with both internal teams and customers to ensure clarity, alignment, and follow-through
* Support a culture of continuous improvement within the organisation
* Recommend and help implement strategies that improve customer experience and simplify processes
* Conduct and support root-cause analysis to drive positive change
* Stay informed about best practices and tools in customer feedback management
General
* Carry out additional tasks as required, in line with the role and your capabilities
* At least 2 years’ experience in a customer service, support, or feedback-related role
* Strong analytical and communication skills
* Detail-oriented with excellent organisational and project management ability
* Confident working cross-functionally and influencing stakeholders
* Proficient in Microsoft Excel and Word
* Self-motivated and a strong team player
Essential Skills & Experience
* Experience working with customers and members of the public
If you're passionate about improving customer journeys and thrive in a collaborative environment, we’d love to hear from you. Please apply via www.harbro.co.uk/careers
Closing Date
Closing Date 17th October 2025
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