Monitoring and Planning Coordinator

3 weeks ago


Exeter Devon, United Kingdom LiveWest Full time

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.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.
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.
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.
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:
Previous experience in administering and dealing with complaints, or a demonstration of good customer care skills. (Defined Contribution pension scheme employer contribution of 6% - 9%.
~ Discretionary Bonus scheme.
~ 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.
~ 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. 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.



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