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.

Why Should I Join LiveWest?

This role is being offered on a part time, 6 month fixed term contract that has the potential to become permanent. The successful candidate will be working 25 hours per week Monday - Friday 9am- 2:30pm, this can be discussed 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.

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

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 (please see candidate information pack) and the following role specific skills and experience:

• 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.

• 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.

• 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.