Customer Experience & Complaints Coordinator - Part Time

About SY Plus

SY Plus provides businesses with phone systems, mobiles, broadband and connectivity services. We’re looking for an organised, confident and empathetic Customer Experience & Complaints Coordinator to take ownership of customer complaints and help our teams work together to resolve them.

About the role

You’ll be the main point of contact for customer escalations, managing complaints and ombudsman cases from start to finish.

You’ll get to the bottom of what’s happened, bring the right people together and keep customers informed throughout. Working closely with our billing, technical support, sales and contracts teams, you’ll make sure actions are followed through and nothing falls through the gaps.

We need someone who can listen, handle difficult conversations professionally and take responsibility for finding a fair, practical resolution.

What you’ll be doing

• Taking ownership of customer complaints and escalations received by phone, email and our ticketing system.
• Acting as a consistent point of contact for customers, explaining next steps and providing regular updates.
• Investigating concerns by reviewing account histories, correspondence, call recordings, contracts and service records.
• Working across departments to gather information, agree actions and follow up until they’re completed.
• Managing ombudsman cases, including gathering evidence, preparing responses and tracking deadlines and outcomes.
• Writing clear, professional complaint responses and working with management to agree appropriate resolutions.
• Maintaining accurate records of investigations, conversations, decisions and commitments.
• Identifying recurring issues and recommending improvements to our processes and customer experience.
• Arranging clear handovers so urgent matters can be progressed outside your working hours.

What we’re looking for

• Previous experience handling customer complaints, escalations or complex customer service cases.
• Excellent written communication skills and a confident, professional telephone manner.
• The ability to stay calm, listen carefully and manage challenging conversations.
• Strong organisation and attention to detail, with the ability to manage multiple cases and deadlines.
• Confidence working across teams, asking questions and following up on outstanding actions.
• Good judgement and the ability to assess a situation fairly.
• A proactive approach — you take responsibility and see things through.

Experience managing ombudsman or alternative dispute resolution cases would be particularly valuable. Telecoms experience would be an advantage, but is not essential.

Flexible part-time working

This role offers flexibility over how you work your hours. You can work 2.5 full days per week or spread your 20 hours across the week, with the working pattern agreed together.

Pay: £15,000.00-£18,000.00 per year

Benefits:

• On-site parking

Work Location: In person