Customer Feedback Officer

7 months ago

Feltham, United Kingdom Lampton Services Full time

Job Advert

**Customer Feedback Officer**

£32,000 - £35,000

Feltham

Permanent

**About Lampton Group**

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.

Underpinning everything, we do are our values - **Customer First - One Team - Respectful -** **Energised.** Everything we do aims to align to our values and strategic ambitions.

**Purpose of Role: -**

The LS Complaints team is dedicated to resolving customer complaints, both orally and in writing, in a timely manner.

The Customer Feedback Officer is responsible for offering a best-in-class complaint handling service as part of a team dedicated to the Voice of our Customer and Community.

The team are also responsible for ensuring that issues are identified and fed back, that could affect other customers through root-cause analysis and action planning.

**Key Accountabilities: -**

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, clearly and concisely, whilst constructing a strong oral and written argument

Support the facilitation of Stage 2 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 by recording common trends and themes by utilising data from our customer management systems.

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.

Conduct trend analysis to identify and highlight any organisational themes.

Manage, collate, and redact information for example information related to customer Subject Access Requests and FOI requests.

To undertake adhoc customer satisfaction surveys.

Support the wider VoCC team as required in other administrative activities.

Maths and English GCSE or equivalent

**Experience & Qualifications**
- 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 distil a message clearly and succinctly.
- Be highly customer focused.

- 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.
- Demonstrate our values and behaviours

**In return Lampton Services will offer you**
- Free onsite parking
- 23 Days holiday + Bank Holidays
- Pension
- Cycle to work scheme.
- Electric Car salary sacrifice scheme.
- Free Gym Membership for our leisure centres
- Refer a Friend Scheme
- Employee discount and benefits portal
- Employee assistance programme

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.

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