Service Improvement Advocate

Allscreens Nationwide Ltd; Camborne; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid working

Annual leave 26-30 days

Pension contributions

Health plan (£1,100 value)

Cycle to work

Volunteering days

Learning & development

Job summary

LiveWest is hiring a Service Improvement Advocate to help transform how we respond to customer feedback and drive service improvements. You will handle complaints and compliments, investigate issues, and work across teams to implement effective solutions.

A hybrid, full-time role based in Tolvaddon or Exeter with 2–3 days in the office per week. The ideal candidate has experience in customer service, knowledge of housing policy, and a commitment to delivering high-quality customer experiences

Qualifications

• Proven experience of managing customer service complaints.
• Experience creating reports and knowledge of performance monitoring and management.
• Knowledge of social housing policy.
• Experience scheduling activities and using a booking system.
• Relevant qualification in Business Administration or equivalent.

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.

Skills

Complaint handling

Customer service experience

Report writing

Performance monitoring

Education

Customer Service qualification

Job description

Are you passionate about delivering outstanding customer experiences and driving meaningful service improvements? 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.

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 Tolvaddon or Exeter Office. A hybrid working style is an option with 2 - 3 days per week dependent on business need.

About The Candidate

• 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. (D)
• Knowledge of social housing policy. (D)
• Experience of scheduling activities, events or deliveries and of using a booking system or software. (D)
• Relevant qualification in Business Administration or equivalent. (D)

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.

About The Company

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.