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.
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