Senior Service Improvement Advocate

6 months ago

Camborne, United Kingdom LiveWest Full time

**About The Role**:
Are you passionate about improving our complaint handling for our customers? If so, we want to hear from you.

As Senior Service Improvement Advocate you will provide leadership, performance, and development of services to improve our complaint handling and complaint learning.

You will be responsible for and provide management, support and training to key Service Improvement Advocates. You will work alongside all departments to ensure compliance with our Complaint handling policy, our Tenant Satisfaction Measures and our compliance with the Housing Ombudsman complaint handling code.

You will be responsible for improving our responses to complex complaints and to reduce overall complaint numbers by driving a strong learning from our service failures and implementing new improved services for our customers.

You will ensure complaints area key focus for us to hear the voice of our customers and that we learn and improve from service failures. You will provide key feedback and reporting and ensure complaint handling is delivered and integrated inline with our strategic aims, values, policies, and operational standards, to create a high performing team delivering agreed targets, and to maximise outcomes for customers and LiveWest.

We have 3 positions available and they can be based in our **Exeter**, **Tolvaddon** or **Weston-super-Mare** office and are being offered on a **full time **basis. We will also consider offering this on a part time/job share basis. A hybrid working style is an option.

To be considered for the role of Senior Service Improvement Advocate you will:

- Have a genuine passion for social housing.
- Experienced in leading a team.
- Relevant qualification such as CIH level 3 or 4 (or willing to work towards).
- Proficient level of literacy and numeracy.
- Have significant experience of complaint handling in social housing, including Housing Ombudsman determinations, complex complaint cases and a passion for improving the customer journey.
- Demonstrate an understanding of the Housing Ombudsman Service, the Complaint Handling Code, and the Regulator's expectations around complaint handling.
- Have preferred experience of working with the Housing Ombudsman Service including knowledge of their learnings, spotlight reports and vision to improve landlord services.
- Have excellent communication and written skills.
- Experience working in a fast-paced environment, managing competing priorities and deadlines.
- Ability to manage stakeholders internally and externally related to complaint handling.

**About The Company**:
**Our Reward and Benefits**:

- Defined Contribution pension scheme - employer contribution of 6% - 9%.
- Discretionary Bonus scheme.
- Death in Service benefit (3 x salary).
- 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.
- Volunteering days.

**About Us**:
LiveWest provides over 40,000 homes to over 80,000 people throughout the South West from Gloucestershire to the Isles of Scilly. We have plans to build over 6,000 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. At LiveWest we believe in a home for everyone.

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, please click here.

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