Customer Experience & Service Improvement Champion

Livewest; Exeter, Tolvaddon Downs; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Hybrid working 2-3 days in office

Generous annual leave

Pension contributions

Health benefits

Learning and development

Family support

Wellbeing programs

Cycle to work

Volunteer days

Job summary

LiveWest is seeking a Service Improvement Advocate to handle customer feedback, including complaints and compliments, and drive service improvements. You will work across the business to resolve issues, perform investigations, and develop actionable improvement plans.

The role is full-time (37 hours per week) with a hybrid arrangement (Tolvaddon or Exeter Office) and potential 2–3 days in the office based on business needs. We value collaboration and continuous learning.

Qualifications

• Proven experience of managing customer service complaints.
• 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.

Responsibilities

• Tailor support services to reduce complaints and increase customer satisfaction.
• Collaborate to perform thorough investigations, analyse evidence, and achieve resolutions.
• Advocate for complaints policy and Housing Ombudsman Complaint Handling Code.
• Review feedback to develop actionable improvement plans.

Skills

Customer service experience

Complaint handling

Reporting & analytics

Social housing policy knowledge

Scheduling / bookings

Education

Customer Service qualification

Business Administration qualification

Tools

Booking systems

Job description

LiveWest is seeking a Service Improvement Advocate to handle customer feedback, including complaints and compliments, and drive service improvements. You will work across the business to resolve issues, perform investigations, and develop actionable improvement plans.

The role is full-time (37 hours per week) with a hybrid arrangement (Tolvaddon or Exeter Office) and potential 2–3 days in the office based on business needs. We value collaboration and continuous learning.