Customer Quality and Compliance Coordinator

Customer Quality and Compliance Coordinator

Location: Liverpool, L24 8QR

Salary: £26,227.50 per year (fixed) - Competitive

Contract Type: Permanent

Hours: Full time

Disability Confident: Yes

Closing Date: 07/08/2026

Pinnacle Group is recruiting a Customer Quality and Compliance Coordinator to support a customer-first culture, drive operational resilience through service delivery enhancements, and consolidate data for continuous improvement. The role focuses on monitoring and improving the quality of customer interactions, and ensuring compliance with housing allocation, repairs, and maintenance processes, with data analysis informing improvements.

• Monitor and evaluate customer interactions (calls, emails, CRM data) to ensure accuracy, professionalism, empathy, and compliance with service standards.
• Identify areas for service improvement and feed back to line managers to support continuous improvement across NSC teams.
• Ensure call centre operations comply with MOD contract requirements, housing regulations, data protection legislation (GDPR), and internal policies.
• Support internal and external audits of processes related to housing allocations, repairs, and maintenance reporting.
• Collect, analyse, and interpret operational data (call quality scores, turnaround times, repair completion rates, complaints, etc.). Provide regular quality and compliance reports to the Quality, Assurance and Compliance Manager.
• Identify performance trends, risks, and opportunities for operational improvement and make recommendations.

• Excellent communication skills and telephone manner.
• Proficient in Microsoft Office applications and case management/CRM systems.
• Knowledge of property management and housing legislation.
• Experience in customer service or a client-facing position.

• We offer a diverse, inclusive culture with opportunities for learning and development.
• Range of benefits dependent on role, including additional leave, pension plans, and retailer discounts.
• Flexible working arrangements, private medical insurance, life assurance, cycle to work, employee assistance program, and more.

Note:

This role is hybrid with three days in the office per week.