We have an exciting internal opportunity for a Service Improvement Coordinator to join our Neighbourhoods directorate.
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.
Why Should I Join LiveWest?
This is a great opportunity to broaden your experience, build strong cross‑team relationships, and play a key role in helping us deliver consistently great customer outcomes. You’ll join a friendly and supportive team who are passionate about learning, improving, and making a positive difference.
This role is being offered on a part time, permanent basis. The successful candidate will be working 24 hours per week Monday - Friday bandwidth hours 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:
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.
Our Reward and Benefits:
- 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.
About Us:
At LiveWest, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this goal.
Our values guide everything we do - from how we work together to how we deliver exceptional services to our customers. Collaboration is at the heart of LiveWest, and we believe that we achieve more when we deliver together.
As one of the largest employers in the South West, our team of 1,800 talented colleagues provides a wide range of services to our 80,000 customers. We are passionate about nurturing local talent and creating opportunities for people within the communities we serve.
We are committed to supporting our colleagues, giving them the autonomy and encouragement they need to thrive and reach their full potential. Together, we are building brighter futures for everyone.
Inclusion at LiveWest:
At LiveWest, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe that our differences drive innovation, creativity, and excellence, and we strive to create an environment where all colleagues can thrive. As a proud member of Inclusive Employers, a Disability Confident Employer, and a signatory of the Armed Forces Covenant, we are dedicated to supporting all our colleagues and ensuring that our workplace is welcoming and accessible to all.
We welcome individuals of all backgrounds, experiences, and perspectives to join our team. LiveWest is dedicated to equal opportunity and actively works to eliminate discrimination and promote diversity at all levels.
Join us in our mission to create vibrant and inclusive communities. Make a difference with LiveWest, where every voice is heard, and every contribution is valued.
You can read more about Inclusion at LiveWest by visiting our website.
