Customer Feedback Officer – 1 year Fixed Term Contract Based in Feltham Hybrid Role – 40 hours a week Parking £30,000 - £31,212 About Lampton Services Lampton Services are an awarding winning business, providing a range of services, commissioned by LBH, for residents in the borough. From collecting recycling and waste, to maintaining parks, repairing and upgrading homes to managing allotments, Lampton Services is at the heart of the Hounslow community working every day to make it a great place to live. Why join Lampton Services? We are LLW and NJC employer - yearly pay and condition reviews 24 days holiday allowance, plus bank holidays - an additional day per year for each completed years' service, up to five years Free GOLD gym membership Enhanced Maternity and Paternity leave?and Pension Scheme Exclusive Discounts - save with Lampton Rewards and EE mobile offers Refer a Friend?Scheme - earn up to £250 for each new employee referred Staff wellbeing perks - online GP access, EAP, health testing, flu Jabs, and eye care vouchers Sustainability Perks - cycle to work and electric car salary sacrifice scheme Career Growth – CPD training, structured development, and leadership opportunities About the Job Voice of the Customer and Community (VoCC) is a dedicated team and environment that takes full accountability and responsibility for the customer experience and the community impact across Lampton Community Services and the group. As a?Customer Feedback Officer, you will be responsible for offering?a?best-in-class?complaint handling service, ensuring that issues that could affect other customers are identified and fed back to the relevant channels. 1 Year Fixed Term Maternity Cover Key Responsibilities include: Conduct investigations?into?formal?complaints received and reach an outcome based on the merits of each case Communicating?the?findings?and outcome to our customers and stakeholders, constructing a strong oral and written?argument Support the facilitation of Review meetings, with customers,?advocates,?stakeholders, and engaged independent?customers. Liaise and develop a working relationship with other?departments across the organisation and external stakeholders, including?our clients, various?Ombudsman, contractors, and?local?councillors. Support the collation of complaints data? from our customer management system, by?recording?common trends and?themes. Collate, review and feedback compliments and good-news stories to re-enforce positive behaviours. Use appropriate tools to establish the?root-cause of the problem and recommend actions to rectify the issue including preventative solutions. Identify areas of our systems, processes, policies, or training that may cause complaints and suggest improvement opportunities. Manage, collate and redact information?for example information related to?customer Subject Access?Requests?and FOI requests. Undertake adhoc customer satisfaction surveys. Support the wider?VoCC?team?as required in?other administrative activities Experience and Qualifications required A-C Maths and English GCSE or equivalent A track record of managing complaints and customer feedback. Ability to show initiative, be a proactive problem solver,?and make?appropriate?decisions. Strong knowledge of?Data?Protection?and Freedom of Information?regulations? Excellent communication skills (spelling, grammar, punctuation, verbal) and ability to convey messages clearly and succinctly. Be?highly?customer focused.? Ability to show initiative, be a proactive problem solver, and make?appropriate decisions. Excellent attention to detail? Sound literacy, numeracy, and IT skills; confident working with common software packages such as Microsoft 365 Be approachable and have the ability to make anyone you're speaking with feel comfortable as well as be able to adjust your communication style when needed. Due to the needs of the business and the department, we may interview suitable candidates before the closing date. This job may also close early if a large number of applications are received. You are advised to submit your application as early as possible to avoid missing your chance to apply. Diversity, equity and inclusion are at the heart of what we value as an organisation. Lampton Group is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support with any reasonable adjustments that are needed within the recruitment process. ADZN1_UKTJ