Customer Experience Coordinator - part time

Customer Experience Coordinator

Here at PTSG we are seeking a proactive and customer-focused Customer Experience Coordinator to join our team. This telephone-based role is responsible for contacting customers to ensure service satisfaction, gathering and managing customer feedback, and coordinating actions to resolve customer concerns.

As a Customer Experience Coordinator you will play a key role in improving the customer journey by identifying service improvements, tracking customer issues, and providing valuable insights to operational teams.

This is a part time role, working 24 hours per week. There is some flexibility as to how these hours are structured and we are happy to discuss options: e.g. five shorter days or three days per week.

You’ll be working from our open‑plan Castleford head office (just a 5-minute walk from the train station, and close to the M62 and A1 with free on‑site parking). The office is relaxed, collaborative, and welcoming – plus, we’ve got a great breakout area with a Play Station, pool table, board games, and coffee machine.

• Conduct outbound calls to customers following engineer visits to assess their experience and satisfaction, gathering their feedback regarding service quality, engineer professionalism, communication, and overall experience.
• Identify customers requiring additional support and liaise with operational teams, engineers, managers, and other departments to coordinate corrective actions.
• Investigate customer concerns and complaints raised through follow‑up calls or survey responses.
• Track customer issues through to completion, ensuring agreed actions are delivered within timescales.

• Previous experience in a customer service, customer care, call centre, or customer experience role.
• Excellent telephone communication and active listening skills.
• Strong customer focus with the ability to handle sensitive conversations professionally.
• Experience managing customer complaints or service recovery processes.
• Strong organisational skills with the ability to manage multiple cases and follow‑ups simultaneously.
• High level of accuracy in data entry and record keeping.
• Competent in Microsoft Office applications.

• A competitive salary
• 25 days holiday + bank holidays
• Company salary sacrifice pension scheme
• 3 x salary Life Assurance
• Discounts on everyday shopping, fashion, tech, holidays, meals out, gyms & more
• On‑site parking
• A supportive team, friendly office culture, and plenty of chances to learn

PTSG Group is proud to support the Armed Forces community and has formally signed the UK Armed Forces Covenant. We recognise the valuable skills and experience that service leavers, veterans, reservists, and military families bring to the workplace, including leadership, teamwork, resilience, and technical expertise. As part of our commitment, we guarantee an interview to ex‑Forces applicants who meet the minimum criteria for the role and are committed to supporting Armed Forces personnel in building long‑term civilian careers across our business.

PTSG Group is an equal opportunities employer. We are committed to creating an inclusive and supportive workplace where everyone is treated fairly and with respect. We welcome applications from all backgrounds and are dedicated to promoting diversity, equality, and inclusion throughout our recruitment process and across the wider business.