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: Hybrid working, 24 days holiday, free gym membership, and exclusive discounts.
- Other info: Diverse and inclusive workplace with great career growth opportunities.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Experience in managing complaints and strong communication skills required.
Please note this is a FTC up to 6 months.
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
- Hybrid working
- 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.
- Excellent written and verbal communication.
- 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 Leisure
Lampton Group is an exceptional employer, offering a unique blend of public service ethos and commercial acumen, dedicated to enhancing the lives of residents in Hounslow. With benefits like hybrid working, generous holiday allowances, and a strong focus on employee wellbeing and career growth, we foster a supportive work culture that values diversity and inclusion. Join us to make a meaningful impact while enjoying exclusive perks and professional development opportunities in a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Complaints Officer (FTC) in Hounslow
✨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 Leisure.
✨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 Leisure. 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 Complaints Officer (FTC) in Hounslow
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 Leisure.
How to prepare for a job interview at Lampton Leisure
✨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 Leisure'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 Leisure 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!
