Customer Care Officer (FTC) in Feltham

• Please note this is a FTC until December 2026 *
• About Lampton Group

Established for over a decade, Lampton Group is wholly owned by the London Borough of Hounslow.

This means we operate a commercially minded business, with a public service ethos.

We work in close partnership with the Borough to provide commercial, strategic and social value to the community; any profits we make are invested back into essential services and community projects.

We have three operating arms - Lampton Homes, Lampton Leisure and Lampton Services – each exists to enhance the lives of residents and support the council in supplying essential services.

Why join Lampton Group?

• We offer annual pay reviews and incremental pay increases
• 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

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

As a Customer Care Officer you will be responsible for delivering an exceptional customer experience by managing membership administration, resolving customer enquiries and complaints, and ensuring accurate customer records.

The role uses customer feedback, complaints and insight data to identify trends, drive service improvements and support informed decision-making.

Working collaboratively across the organisation, the postholder promotes customer retention, service excellence and continuous improvement while ensuring compliance with GDPR, FOI and organisational policies.

Key Responsibilities include

• 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
• 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.
• 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.
• 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
• 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

• 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.
• Experience in leisure, membership-based services or customer insight roles is desirable
• Experience compiling insight reports for management is desirable
• 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.

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.