At a Glance
- Tasks: Support customer experience, handle complaints, and analyse data for insights.
- Company: Join Lampton Services, a community-focused, award-winning organisation.
- Benefits: Enjoy competitive salary, gym membership, and generous holiday allowance.
- Other info: Opportunities for career growth and personal development in a supportive environment.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
Customer Care Officer – 5 month Fixed Term Contract Based in Feltham Hybrid Role – 37.5 hours a week
About Lampton Services
Lampton Services are an awarding winning business, providing a range of services, commissioned by LBH, for residents in the borough. From collecting recycling and waste, to maintaining parks, repairing and upgrading homes to managing allotments, Lampton Services is at the heart of the Hounslow community working every day to make it a great place to live.
Why join Lampton Services?
- We are LLW and NJC employer - yearly pay and condition reviews
- 24 days holiday allowance, plus bank holidays - an additional day per year for each completed years’ service, up to five years
- Free GOLD gym membership
- Enhanced Maternity and Paternity leave and Pension Scheme
- Exclusive Discounts - save with Lampton Rewards and EE mobile offers
- Refer a Friend Scheme - earn up to £250 for each new employee referred
- Staff wellbeing perks - online GP access, EAP, health testing, flu jabs, and eye care vouchers
- Sustainability Perks - cycle to work and electric car salary sacrifice scheme
- Career Growth – CPD training, structured development, and leadership opportunities
About the Job
The Customer Insight Officer provides high-quality support across membership admin, customer service, complaints, and insight.
Key Responsibilities include:
- Customer Experience & Membership Administration
- Process membership cancellations, freezes, upgrades and downgrades via CRM.
- Communicate with members through phone/email to resolve queries and ensure data accuracy across CRM/G360.
- Monitor membership retention processes and contribute to achieving retention KPIs.
- Support customer service excellence, including training new starters on systems and standards.
- Complaints & Feedback Handling
- Support, and where required lead, investigations into customer complaints, ensuring clear, fair and evidence based outcomes.
- Draft high quality written responses and deliver empathetic verbal communication.
- Record and analyse complaint trends and themes within customer management systems.
- Support FOI/SAR queries and contribute to customer satisfaction surveying.
- Share positive customer feedback to reinforce organisational standards.
- Customer Insight, Data & Continuous Improvement
- Collect, analyse and report customer insight from complaints, membership activity, NPS and feedback channels.
- Identify root causes, emerging trends and improvement opportunities across processes, systems and policies.
- Produce clear insight reports for the Customer Insight & Experience Manager and senior stakeholders.
- Support strategic decision-making by turning data into meaningful narrative and recommendations.
- Collaboration & Stakeholder Engagement
- Work collaboratively with colleagues across all departments as required.
- Promote a consistent, values driven customer experience across all services.
- Support cross-team initiatives that enhance customer understanding and service quality.
- Professional Standards & Compliance
- Uphold GDPR, Data Protection and Freedom of Information requirements.
- Follow Health & Safety, Equality & Diversity and Code of Conduct standards.
- Ensure confidentiality, accurate record-keeping, and secure handling of customer information.
- Engage in continuous personal development relevant to the role.
- Perform any other duties appropriate to the grade.
Experience and Qualifications required
Experience Essential
- Customer service, membership services, complaints handling or insight/analysis background.
- Ability to investigate issues, problem-solve and make informed decisions.
- Experience using CRM and customer data systems.
- Experience working to KPIs, deadlines and accuracy standards.
Desirable
- Experience in leisure, membership-based services or customer insight roles.
- Experience compiling insight reports for management.
Skills & Abilities
- Excellent written and verbal communication.
- Strong attention to detail, literacy/numeracy and Microsoft 365 skills.
- Confident handling challenging conversations with empathy and professionalism.
- Ability to analyse data, identify patterns and produce clear insight.
- Strong interpersonal skills and collaboration ability.
- Calm under pressure with good workload management.
Due to the needs of the business and the department, we may interview suitable candidates before the closing date. This job may also close early if a large number of applications are received. You are advised to submit your application as early as possible to avoid missing your chance to apply.
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.
Customer Care Officer in Feltham employer: Lampton Group
Lampton Services is an award-winning employer at the heart of the Hounslow community, offering a supportive work culture that prioritises employee wellbeing and career growth. With competitive salaries, flexible working hours, and a range of benefits including enhanced parental leave and professional development opportunities, we are committed to fostering a rewarding environment for our team members. Join us in making a meaningful impact while enjoying perks like free gym memberships and sustainability initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Officer in Feltham
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Lampton Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Lampton Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Care Officer in Feltham
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Lampton Group.
How to prepare for a job interview at Lampton Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Lampton Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Lampton Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
