Service Improvement Officer

Eden Brown; Lancashire; On-site; GBP 30,000 - 45,000; Full time

Job summary

A well-known Housing Association in Lancashire is seeking a highly experienced Service Improvement Officer. The role involves providing exceptional customer service, managing the complaints process, and ensuring thorough investigations. The ideal candidate will have extensive experience in service improvement or complaints handling, with the ability to communicate empathetically and effectively with customers. Housing experience is preferred but not essential.

Qualifications

• Extensive experience in service improvement or complaints handling.
• Ability to communicate professionally with customers.
• Experience in maintaining accurate records.

Responsibilities

• Provide high-quality customer service to internal and external customers.
• Manage and coordinate the complaints process.
• Log and acknowledge complaints according to policies.

Skills

Customer service

Complaint management

Communication

Empathy

Analytical skills

Job description

Eden Brown are seeking a highly experienced Service Improvement Officer working for a well known Housing Association in Lancashire

Service Improvement Officer- Job Description

• Provide a consistently high standard of customer service to all internal and external customers, ensuring high levels of customer satisfaction are achieved.
• Manage and coordinate the organisation's complaints process ensuring compliance with internal policy and the Housing Ombudsman's Complaint Handling Code.
• Log, triage, and acknowledge complaints in line with internal policies and regulatory requirements.
• Communicate professionally and compassionately with customers via phone, email, and face-to-face where required.
• Identify where customers may require additional support or reasonable adjustments and ensure the complaint investigation is tailored to the customers individual needs.
• Provide expert advice and support to Investigating Managers throughout the complaints process, ensuring that all relevant evidence is gathered, reviewed, and assessed to facilitate thorough, fair, and proportionate investigations in line with internal policy and the Housing Ombudsman's Complaint Handling Code.
• Support the drafting and reviewing of high-quality complaint responses, ensuring they are clear, empathetic, and outcome-focused. Responses should demonstrate accountability, address the issues raised, and outline any remedies or service improvements where applicable, ensuring consistency with tone, policy, and regulatory standards.
• Identify trends and root causes of complaints to recommend service improvements.
• Work with service areas to ensure learning is captured and recorded.
• Contribute to internal reviews, audits, and reporting activities.
• Maintain accurate and up-to-date records on complaints systems in line with data protection and record-keeping requirements.
• Carry out other duties as required, which are broadly consistent with the level and responsibilities of this role.

Its essential that you have extensive Service Improvement / Complaints experience

Housing experience is preferred but not essential

Apply now to be considered

Eden Brown is committed to equality in the workplace and is an equal opportunity employer