Service Improvement Officer

Service Improvement Officer - Job Description

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

Responsibilities

• 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 customer's individual needs.
• Provide expert advice ...

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