At a Glance
- Tasks: Handle customer complaints and provide top-notch service while collaborating with various stakeholders.
- Company: Lampton Group, a community-focused organisation owned by the London Borough of Hounslow.
- Benefits: Enjoy 24 days holiday, free gym membership, and exclusive discounts.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real difference in the community while developing your career in customer care.
- Qualifications: Experience in managing complaints and strong problem-solving skills required.
The predicted salary is between 40500 - 49500 £ per year.
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
- Free 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 offering a best-in-class complaint handling service as part of a team dedicated to the Voice of our Customer and Community. The team are also responsible for ensuring that issues are identified and fed back, that could affect other customers through root-cause analysis and action planning.
Key Responsibilities include:
- Conduct investigations into formal complaints received and reach an outcome based on the merits of each case, communicating the findings and outcome to our customers and stakeholders, clearly and concisely, whilst constructing a strong oral and written argument
- Support the facilitation of Stage 2 Review meetings, with customers, advocates, stakeholders, and engaged independent customers.
- Liaise and develop a working relationship with other departments across the organisation and external stakeholders, including our clients, various Ombudsman, contractors, and local councillors.
- Support the collation of complaints data by recording common trends and themes by utilising data from our customer management systems.
- Collate, review and feedback compliments and good-news stories to reinforce positive behaviours.
- Use appropriate tools to establish the root-cause of the problem and recommend actions to rectify the issue including preventative solutions.
- Identify areas of our systems, processes, policies, or training that may cause complaints and suggest improvement opportunities.
- Conduct trend analysis to identify and highlight any organisational themes.
- Manage, collate and redact information for example information related to customer Subject Access Requests and FOI requests.
- To undertake adhoc customer satisfaction surveys.
- Support the wider VoCC team as required in other administrative activities.
Experience and Qualifications required:
- A track record of managing complaints and customer feedback
- Strong knowledge of Data Protection and Freedom of Information regulations
- 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.
- Strong attention to detail, literacy/numeracy and Microsoft 365 skills.
- Confident handling challenging conversations with empathy and professionalism.
- 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.
Customer Care Complaints Officer (FTC) in Hounslow employer: Lampton Group
Lampton Services is an exceptional employer, offering a supportive work culture that prioritises community impact and employee well-being. With competitive benefits such as a generous holiday allowance, gym membership, and opportunities for professional growth, employees can thrive in a fulfilling environment while contributing to the betterment of Hounslow. Join us in making a meaningful difference in the community, all while enjoying a collaborative and respectful workplace that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Complaints Officer (FTC) in Hounslow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lampton Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lampton Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Complaints Officer (FTC) in Hounslow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lampton Group:Your cover letter is your chance to shine! Tell us why you want to work at Lampton Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lampton Group!
How to prepare for a job interview at Lampton Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
