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 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