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 government pension, staff discounts, and supportive networks.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real difference in residents' lives while driving service improvements.
- Qualifications: Strong leadership skills and a passion for customer service excellence.
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.
Be the voice of the resident and lead the team that makes it heard. 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.
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. We support the access to work scheme, further details are available at www.gov.uk/access-to-work/apply.
Resident Experience & Complaints Lead employer: Borough of Lewisham
Join Lewisham Council, an employer dedicated to making a meaningful impact in our vibrant and culturally diverse communities. With excellent training and development opportunities, flexible working arrangements, and a strong commitment to employee well-being, we foster a supportive work culture that values continuous improvement and innovation. As a Disability Confident employer, we ensure inclusivity and provide various benefits, including a Local Government Pension scheme and staff discounts, making us an attractive place for passionate individuals looking to enhance resident experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Experience & Complaints Lead
✨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 storytelling skills! Think of specific examples from your past experiences that highlight your leadership and customer service skills. We want to hear how you've turned complaints into opportunities for improvement – this is your chance to shine!
✨Tip Number 3
Be proactive during the interview! Ask insightful questions about the role and the team dynamics. This shows that you're not just looking for any job, but that you're keen to contribute to the resident experience and drive improvements.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start. Don’t miss out on this opportunity!
We think you need these skills to ace Resident Experience & Complaints Lead
Some tips for your application 🫡
Show Your Passion for Residents:When writing your application, let your passion for delivering a high-quality resident experience shine through. We want to see how you can be the voice of the residents and what drives you to make a difference in their lives.
Be Data-Driven:Highlight your experience with using data to drive improvements. We’re looking for someone who can challenge performance trends and use insights to enhance the service. Make sure to include specific examples that demonstrate this skill!
Detail is Key:As a highly organised individual, your application should reflect that. Pay attention to detail in your writing, ensuring that your application is clear, concise, and free from errors. This will show us that you can handle complaints and feedback thoroughly.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we stand for.
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 unique challenges they face and how the role of Resident Experience & Complaints Lead 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 or complaint resolution. Be ready to discuss how you've motivated others and set clear expectations, as this role requires strong leadership to drive improvements in resident experience.
✨Data-Driven Mindset
Since the job emphasises a data-driven approach, come prepared with insights on how you've used data to challenge performance and improve services in previous roles. Discuss specific metrics or trends you've tracked and how they led to tangible changes.
✨Emphasise Continuous Improvement
Be ready to talk about your commitment to continuous improvement. Share examples of how you've turned feedback into actionable changes in past positions. This will demonstrate your proactive mindset and dedication to enhancing resident experiences.
