At a Glance
- Tasks: Lead a team to enhance resident experience and manage feedback effectively.
- Company: Join Lewisham Council, a champion for diverse communities and sanctuary for refugees.
- Benefits: Generous holiday, pension scheme, flexible working, and staff discounts.
- Other info: Hybrid working model with excellent training and development opportunities.
- Why this job: Make a real difference in residents' lives while driving service improvements.
- Qualifications: Strong leadership skills and a passion for customer service.
The predicted salary is between 55353 - 57495 € 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
- Generous holiday allowance
- 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
What we’re looking for
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.
Location
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.
Special conditions
- Must have a full clean UK driving license
- Weekend working is required for this job
- The job is subject to a basic DBS check
The recruitment process is anonymous and we don’t accept CVs. It is essential that you complete the application fully and that your supporting statement covers how you meet each of the person specification criteria listed.
Diversity 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.
Customer Relationship Manager in London employer: Borough of Lewisham
Lewisham Council is an exceptional employer, dedicated to fostering a vibrant and inclusive work culture that reflects the diverse communities we serve. With excellent training and development opportunities, generous holiday allowances, and a commitment to employee well-being through flexible working policies, we empower our staff to make a meaningful impact. Join us in shaping better services for residents while enjoying a supportive environment that values continuous improvement and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Manager in London
✨Tip Number 1
Get to know the company! Research Lewisham Council and their values. Understanding their commitment to community and customer service will help you tailor your approach during interviews.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Relationship Manager. Highlight your leadership skills and data-driven mindset to show you’re the perfect fit.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Make sure to follow the guidelines in the applicant handbook to stand out from the crowd.
We think you need these skills to ace Customer Relationship Manager in London
Some tips for your application 🫡
Read the Job Description Carefully:Before you start writing, take a good look at the job description. We want to see how your experience aligns with what we're looking for, so make sure you highlight relevant skills and experiences that match the role.
Tailor Your Supporting Statement:Your supporting statement is your chance to shine! Make it personal and specific to the Customer Relationship Manager role. Use examples from your past experiences to show how you meet each of the person specification criteria.
Be Clear and Concise:We appreciate clarity! Keep your application straightforward and to the point. Avoid jargon and ensure your writing is easy to read. This will help us understand your qualifications without any confusion.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the necessary information and resources to help you along the way.
How to prepare for a job interview at Borough of Lewisham
✨Know Your Community
Familiarise yourself with Lewisham's vibrant and diverse communities. Understand the specific challenges they face and how the role of Customer Relationship Manager can make a difference. This will show your genuine interest in the position and help you connect with the interviewers.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams, especially in customer service settings. Discuss how you've motivated others, set clear expectations, and handled complaints effectively. This is crucial for demonstrating your fit for the role.
✨Data-Driven Approach
Be ready to discuss how you've used data and feedback to drive improvements in previous roles. Bring specific examples of how you've tracked trends and implemented changes based on customer insights. This aligns perfectly with the job's focus on continuous improvement.
✨Prepare Questions
Think of insightful questions to ask at the end of your interview. Inquire about the team's current challenges or how success is measured in this role. This shows your proactive mindset and genuine interest in contributing to the organisation.
