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.

• 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 and support to Investigating Managers throughout the complaints process, ensuring 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, demonstrating accountability, addressing the issues raised, and outlining any remedies or service improvements where applicable.
• 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.

• Extensive Service Improvement/Complaints experience is essential.
• Housing experience is preferred but not essential.

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