Vocc Customer Lead

3 weeks ago

Feltham, United Kingdom Coalo Limited Full time

**About us**

Lampton Community Services is a wholly owned subsidiary of the London Borough of Hounslow and is established as a business that has a social heart with a commercial head that delivers outstanding services across the Borough. It is made up of three distinct service business areas:

- Coalo that delivers first class repairs, maintenance, and facilities management.
- Recycle360 that delivers refuse, recycling, and commercial waste.
- Greenspace360 that delivers horticulture, conservation, and parks maintenance.

We are recognised as delivering outstanding services and placing the customer at the heart of all that we do. We are an innovative and entrepreneurial organisation that has an exciting strategy to grow our business and client base even further and in doing so, we can create even more profit with purpose for investment back into public services.

**Role**: VoCC Customer Lead

**Reporting To**: VoCC Manager

**PURPOSE OF ROLE**

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.

LCS places the Voice of Customers and Community at the heart of our business and has a dedicated environment, fixed within our governance structure, which ensures business decisions are informed and shaped by our customers.

The VoCC Customer Lead is the internal champion of our customers. They generate customer insight to support decision making, they shape and own Service Improvement plans, and are quick to respond to dissatisfied customers

The VoCC Board is accountable for the delivery of our Customer Charter and Service Standards and is the framework to enable our strategic objective of Service Excellence

**Summary of Responsibilities and Personal Duties**:

- Review internal case management systems and analyse data to report blockages and ensuring customers are responded to within SLA
- Directly respond to customers who express dissatisfaction through a variety of channels (excluding formal complaints)
- Lead on Service Improvement plans, collaborating with front line and support services (IT, PMO etc.) to turn insight into actionable outcomes
- A champion for our customers. Take the lead in developing internal campaigns to engage colleagues with the importance of customer service and share good news stories
- Develop direct customer engagement activities internally and with key strategic partners
- Report to VoCC monthly, bringing insight and the voice of customers to support strategic decision making
- Liaise and develop a working relationship with other departments across the organisation and external stakeholders, including our clients, customer groups, and contractors, and local councillors
- Collate, review and feedback compliments and good-news stories to re-enforce positive behaviours
- Collaborate with the Customer Feedback Manager to compile and track all root cause tasks, including the implementation of action plans
- Collaboratively work with Subject Matter Experts within the organisation to propose effective solutions to correct and prevent complaints
- 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
- Assist with any necessary feedback to individual colleagues, manager, or teams, through internal correspondence and reports
- Conduct trend analysis to identify and highlight any organisational themes
- Work with directors and managers to design new ways to present findings and enjoy bringing to life findings for different stakeholder groups
- Support the wider VoCC team as required in other administrative activities

**Employee Specification**

**Knowledge and experience**:

- Working in a customer focused organisation.
- Good Communication & Telephone Skills
- Excellent organisational Skills

**Skills and Abilities**
- Ability to deal sympathetically with tenants and leaseholders in course of daily duties.
- Flexible and adaptable to meet the changing demands of the service.
- To be able to meet pre-determined deadlines and performance targets.
- Must have a good level of numeracy and literacy.
- To be able to work on own initiative and as part of a team.
- To be able to drive, have a full driving licence and have use of a vehicle where necessary.
- Good understanding of Excel and Word.

**Personal Style and Behaviours**:

- Ability to communicate effectively with a positive approach to solve daily work challenges
- Demonstrates high levels of energy and commitment.
- Ability to work positively in a team in order to deliver high levels of customer satisfaction.
- Self-motivated and able to manage time effectively
- Team Player

**Benefits: What We Offer**
- Pension
- Death in

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