At LiveWest, we are dedicated to creating positive outcomes for our customers and communities. Join us as a Service Improvement Advocate and play a pivotal role in shaping how we respond to and learn from customer feedback.

As a Service Improvement Advocate, you will handle customer feedback, including complaints and compliments, with professionalism and care. By working collaboratively across the business, you will help resolve issues, identify root causes, and contribute to service improvements.

Key Responsibilities

• Tailor support services to proactively reduce complaints and increase customer satisfaction.
• Collaborate with colleagues to perform thorough investigations, analyse evidence, and achieve satisfactory resolutions.
• Advocate for our complaints policy and the Housing Ombudsman Complaint Handling Code, ensuring all colleagues understand and apply these standards.
• Review customer feedback to develop actionable improvement plans and support a high-performance team culture.

Why join LiveWest?

At LiveWest, we believe in making a difference by listening to our customers, challenging conventions, and continuously learning. We are committed to safety, collaboration, and delivering excellence. This role offers the opportunity to be part of a team that values your input and supports your growth.

This role is being offered on a full time, permanent basis working 37 hours per week and will be based in our Exeter or Tolvaddon office. A hybrid working style is an option with 2 - 3 days per week dependent on business need.

For further information about this opportunity, and LiveWest, please view our candidate information pack.

To be successful in your application for the role of Service Improvement Advocate, you will have the skills and experience required for a level 1 role (please see our candidate information pack), and the following role specific requirements:

• Proven experience of managing customer service complaints.
• Customer Service qualification (or equivalent experience through work or study), or willingness to work towards.
• Experience in working in a customer service environment.

• Experience creating reports along with knowledge of performance monitoring and management. 
• Knowledge of social housing policy.
• Experience of scheduling activities, events or deliveries and of using a booking system or software.
• 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.

• Working Style: 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: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
• Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
• Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
• Family Support: Policies designed to help you balance work and family life, including a new child payment.
• Wellbeing Matters: Prioritise your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
• Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
• Giving Back: Up to four paid volunteering days a year to support our communities.