About The Role
We have an exciting internal opportunity for a Service Improvement Coordinator to join our Neighbourhoods directorate on a 6 month Fixed Term Contract, with the potential for the role to become permanent.
In this role, you’ll provide efficient and proactive administrative support to the Service Improvement team. You’ll take ownership of following up and managing outstanding actions after a complaint is closed, making sure statutory timescales are met and ensuring our customers stay fully informed. You’ll work closely with colleagues across the business – both in person and via Teams – to keep actions on track, prevent complaint escalations, and support continuous service improvement.
You’ll also contribute to reporting activity, supporting the team with data on outstanding actions, performance trends, and opportunities to enhance processes and customer experience.
Key Responsibilities
* Manage and monitor outstanding actions following complaint closure, ensuring timescales are met.
* Work with colleagues across LiveWest to reduce the risk of complaint escalation by building strong internal relationships and ensuring effective follow‑up.
* Maintain accurate and up‑to‑date complaint records and databases.
* Assist with preparing information and evidence packs for Stage 2 complaints and Housing Ombudsman cases.
* Provide clear and timely updates to customers, responding to queries and keeping them informed of next steps.
* Support the production of regular performance reports, highlighting service gaps and opportunities for improvement.
* Collaborate with colleagues and residents to identify positive practice and ways to enhance services.
* Support ad hoc project administration and contribute to a culture of continuous improvement.
Working Details
This role is being offered on a part‑time, 6‑month fixed‑term contract with the potential to become permanent. The successful candidate will be working 25 hours per week Monday – Friday 9 am – 2:30 pm (details subject to discussion at interview).
Hybrid working is available for this role, working 2–3 days per week in the Exeter or Tolvaddon office, dependent on business need.
About The Candidate
To be successful in your application for the role of Service Improvement Coordinator, you will have the essential skills and experience for a level 1 role (see candidate information pack) and the following role-specific skills and experience.
Essential
* Strong prioritisation and time‑management skills.
* Ability to collaborate and negotiate with a wide range of colleagues and confidently host meetings.
* Ability to manage difficult situations with patience and empathy.
* Good record‑keeping and data‑input skills.
* Commitment to delivering high levels of customer care.
* Ability to meet deadlines in a fast‑paced and pressurised environment.
Desirable
* Previous experience in a customer service environment.
* Previous experience supporting or administering complaint processes.
* Relevant qualification in Business Administration (or equivalent).
Please note: This role is not eligible for a Cos. Applicants must have the right to work in the UK for the full duration of the role without a CoS.
Benefits
* Hybrid working with 2–3 days in the office to support your work/life balance.
* Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service – and the option to purchase up to 5 extra days (pro‑rated for part‑time roles).
* Pension Contributions: Up to 9 % employer contributions with our Defined Contribution scheme.
* Health Benefits and Perks: Health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, retail discounts including access to a Blue Light Card.
* Learning and Development: Ongoing personal and professional growth opportunities.
* Family Support: Policies designed to help balance work and family life, including a new child payment.
* Wellbeing Matters: Mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
* Smarter Travel: Cycle to Work and Car Benefit schemes.
* Giving Back: Up to four paid volunteering days a year to support communities.
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