At a Glance
- Tasks: Lead a team to enhance resident experience and manage feedback effectively.
- Company: Lewisham Council, a champion for diverse communities and rights.
- Benefits: Flexible working, local discounts, pension scheme, and excellent training opportunities.
- Other info: Hybrid working model with supportive staff networks and commitment to diversity.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Strong leadership, customer focus, and data-driven mindset required.
The predicted salary is between 40000 - 50000 £ per year.
Discover yourself in Lewisham where what you do makes a difference to our vibrant and culturally diverse communities! We have a rich history of welcoming people from all over the world and are proud to be recognised as the UK’s first Borough of Sanctuary, for our work in championing the rights of refugees and migrants.
This role leads Customer Liaison Officers at the frontline of engagement, complaints, and feedback, ensuring a professional, responsive and continuously improving repairs service.
This role sits at the centre of resident experience within the repairs service, leading a team of Customer Liaison Officers responsible for engagement, complaints and feedback. You will oversee how issues are managed from first contact through to resolution, including running resident surgeries and open days to ensure visibility and accessibility of the service. You will play a key role in using complaint insight and customer feedback to track trends, challenge performance and hold the wider repairs service to account. Acting as the lead for learning from complaints, you will ensure lessons are identified, embedded and translated into tangible service improvements for residents.
What’s in it for you? Excellent training and development opportunities, plus a range of benefits including:
- Local Government Pension scheme
- Flexible working and family friendly policies
- Season ticket and bicycle loans
- A range of staff discounts including local subsidised gym memberships
- Supportive staff networks
We’re looking for a strong, customer‑focused leader who is passionate about delivering a high‑quality resident experience. You will bring a data‑driven approach, using insight and performance trends to challenge outcomes and drive improvement. Highly organised and detail‑oriented, you’ll ensure complaints and feedback are handled thoroughly and consistently. You’ll be confident leading and motivating teams, setting clear expectations and holding others to account. A proactive mindset is essential, with the ability to identify issues early and turn learning into practical change. Above all, you’ll be committed to continuous improvement, using customer voice to shape better services and lasting outcomes.
The job is primarily based in Laurence House, but we operate a hybrid approach where you will be required to work both in the office and from home on a regular basis.
Must have a full clean UK driving license. Weekend working is required for this job. The job is subject to a basic DBS check.
Lewisham Council is a Disability Confident employer. We welcome and encourage job applications of all abilities. If you require any reasonable adjustments in the application or interview, please contact the lead contact on this advert. We will make reasonable adjustments to make sure our disabled applicants and those with health conditions are supported throughout our recruitment process. We support the access to work scheme, further details are available at www.gov.uk/access-to-work/apply.
Customer Relationship Manager employer: Borough of Lewisham
Join Lewisham Council as a Customer Relationship Manager and be part of a team that truly values community engagement and diversity. With excellent training and development opportunities, flexible working arrangements, and a commitment to continuous improvement, you will play a pivotal role in enhancing resident experiences while enjoying a supportive work culture. Our location in the heart of Lewisham offers unique advantages, including access to local amenities and a vibrant community atmosphere, making it an ideal place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Manager
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Lewisham Council and their values. This will help you connect your experience with their mission and show that you're genuinely interested in making a difference in the community.
✨Tip Number 2
Practice your STAR technique! When preparing for questions, think about specific situations where you've demonstrated leadership or handled complaints effectively. This structured approach will help you articulate your experiences clearly and confidently.
✨Tip Number 3
Show off your data skills! Since the role requires a data-driven approach, be ready to discuss how you've used insights to improve services in the past. Bring examples that highlight your analytical abilities and how they led to tangible outcomes.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Relationship Manager
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for delivering a top-notch resident experience shine through. We want to see how you can bring that customer-focused mindset to the role!
Be Data-Driven:Since this role involves using insights and performance trends, make sure to highlight any relevant experience you have with data analysis. We love seeing how you can use numbers to drive improvements!
Highlight Your Leadership Skills:As a Customer Relationship Manager, you'll be leading a team. So, don’t forget to showcase your leadership experience in your application. We’re looking for someone who can motivate and inspire others!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Borough of Lewisham
✨Know Your Community
Familiarise yourself with the vibrant and diverse communities in Lewisham. Understand their needs and challenges, as this will help you demonstrate your commitment to delivering a high-quality resident experience during the interview.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your ability to motivate others, set clear expectations, and hold team members accountable, as these are key qualities they’re looking for in a Customer Relationship Manager.
✨Data-Driven Approach
Be ready to discuss how you’ve used data and customer feedback to drive improvements in previous roles. This will show that you can bring a data-driven mindset to the position and challenge performance effectively.
✨Emphasise Continuous Improvement
Demonstrate your proactive mindset by sharing instances where you identified issues early and implemented changes based on customer insights. This aligns perfectly with their focus on continuous improvement and using the customer voice to shape services.
