Premier Technical Services Group Ltd (PTSG)
Customer Experience Coordinator - part time
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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.
About the Role
- A part-time position working 24 hours per week with flexible working arrangements available, such as five shorter days or three days per week.
- You’ll work from our open-plan Castleford head office, just a 5-minute walk from the train station. The office is relaxed, collaborative, and welcoming, featuring a breakout area with a PlayStation, pool table, board games, and a coffee machine.
Responsibilities
- Conduct outbound calls to customers following engineer visits to assess satisfaction and gather feedback regarding:
- Service quality
- Engineer professionalism
- Communication and overall experience
- Identify customers needing additional support and liaise with operational teams, engineers, managers, and other departments to coordinate corrective actions.
- Investigate and resolve customer concerns and complaints raised through follow-up calls or surveys.
- Track customer issues through to completion, ensuring agreed actions are delivered within timescales.
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Requirements
- Previous experience in a customer service, customer care, call centre, or customer experience role.
- Excellent telephone communication and active listening skills.
- Strong customer focus, able to handle sensitive conversations professionally.
- Experience managing customer complaints or service recovery processes.
- Strong organisational skills, capable of managing multiple cases and follow-ups simultaneously.
- High accuracy in data entry and record keeping.
- Competency in Microsoft Office applications.
Benefits
- Competitive salary
- 25 days holiday + bank holidays
- Company salary sacrifice pension scheme
- Three times salary life assurance
- Discounts on: everyday shopping, fashion, tech, holidays, meals out, gyms & more
- On-site parking
- A supportive team, friendly office culture, and opportunities for learning
Ready to join a team that values what you bring? We’d love to hear from you.
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About PTSG
The PTSG Group is a leading provider of specialist services across the UK and Europe.
We operate across multiple industries:
- Access & Safety
- Electrical Services
- Building Access
- Fire Solutions
- Water Treatment
With over 3,300 specialists, we support 90,000+ customers across 200,000 buildings, delivering 170+ services nationwide. Our mission is to deliver safe, compliant, and high-quality services.
At PTSG, our aim is clear: To be a great place to work and a great company to do business with.
Armed Forces Covenant & Diversity
PTSG is proud to support the Armed Forces community and has formally signed the UK Armed Forces Covenant.
Our Commitment to Veterans
We recognise the value of transferring skills and experience from military life to civilian employment. If you are an ex-service leaver, veteran, reservist, or military family member, and meet the role criteria, we guarantee an interview.
Equal Opportunity Employer
PTSG is committed to creating an inclusive and supportive workspace, ensuring fairness and respect. We welcome applications from all backgrounds and are dedicated to promoting diversity, equality, and inclusion.
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