LiveWest | Coordinator | exeter

About The Role Are you passionate about delivering exceptional customer service and making a real difference to people’s lives? Do you thrive in a collaborative and fast-paced environment? If so, wed love to hear from you! LiveWest is seeking aService Improvement Coordinator to join our Neighbourhoods directorate and play a key role in enhancing our services. As a Coordinator for the Service Improvement team, you will provide an efficient administration support service to the Service Improvement team. You will be responsible for following up and managing all outstanding actions following closure of a complaint and will be required to liaise and work with colleagues across the business to ensure timescales are met and customers are kept up to date. This could include holding meetings with colleagues across the business both in the office and via teams.From resolving customer enquiries to producing insightful reports, your efforts will directly contribute to enhancing customer satisfaction and contribute to the delivery of an excellent service. Key Responsibilities Responsibility for the management of actions outstanding after complaint closure with responsibility to ensure compliance to timescales. Liaise with colleagues across LiveWest to prevent complaint escalations to the Housing Ombudsman by effectively managing outstanding actions and internal relationships. Responsibility for the management and maintenance of complaint records and databases. Assist with completing information/evidence packs for the Housing Ombudsman and stage 2 complaints. Assist with meeting the regulatory requirements linked to complaints. Resolve enquiries raised and keeping customers fully informed of next steps. Regularly provide reports to the Service Improvement team and the wider business on time critical business processes such as performance linked to generic cases highlighting performance gaps and actions to minimise these. Why join LiveWest? Weare committed to creating vibrant, thriving communities where people love to live. As part of our team, you will contribute to a culture of innovation, performance, and customer focus, helping to shape the future of our services. This role is being offered on a full time , permanent basis and will be based in our Exeter office. A hybrid working style is an option. About The Candidate To be considered for the role ofCoordinator Service Improvementyou will you will have the essential skills and knowledge for a Level 1 role (please see our candidate information pack) and the following role specific experience and skills: Essential prioritisation and time management. Ability to collaborate and negotiate with a wide range of internal and external customers and feel confident in preparing and hosting meetings with keystakeholders. Previous experience of working in a customer service environment. (D) Ability to manage difficult situations. Good record keeping and input skills. Previous experience in administering and dealing with complaints, or a demonstration of good customer care skills. (D) Demonstrates a good level of patience and empathy. Ability to deliver high levels of customer care. Relevant qualification in Business Administration or equivalent. (D) Good level of literacy and numeracy. About The Company Our Reward and Benefits: Defined Contribution pension scheme employer contribution of 6% – 9%. Discretionary Bonus scheme. Death in Service benefit (3 x salary). 26 days annual leave plus bank holidays with service related increase to your entitlement up to 30 days plus an option to purchase extra annual leave. Family Friendly policies. Health Cash Plan including dental and optical cover (worth up to £1,100 per annum). Employee Assistance Programme. Health and Wellbeing programme which includes enhanced sick pay, monthly campaigns, training and yearly flu jabs. Cycle to Work scheme. Car Benefit scheme. Learning and Development including coaching and professional qualification support. Volunteering days. About Us: LiveWest provides over 40,000 homes to over 80,000 people throughout the South West from Gloucestershire to the Isles of Scilly. We have plans to build over 5,000 homes in the area over the next five years, developing new homes of all tenures including low-cost rent and sale, market rent and sale, and a range of supported housing and intermediate housing products, creating choice and flexibility. As well as developing new homes, we continue to invest in existing properties and communities. Through the stability of good housing, we place better living for better lives at the centre of our mission both today and for generations to come. At LiveWest we believe in a home for everyone. As an Inclusive Employer, we celebrate diversity and are committed to creating an inclusive environment for all colleagues. For further information about our Equality, Diversity and Inclusion policy, pleasevisit our website. JBRP1_UKTJ