At a Glance
- Tasks: Lead a team to enhance resident experience and manage feedback effectively.
- Company: Lewisham Council, committed to vibrant community engagement.
- Benefits: Generous holiday, pension scheme, flexible working, and staff discounts.
- Other info: Hybrid working model with excellent training and career growth opportunities.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Strong leadership, customer focus, and data-driven improvement mindset required.
The predicted salary is between 55353 - 57495 £ per year.
Discover yourself in Lewisham where what you do makes a difference to our vibrant and culturally diverse communities!
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:
- Generous holiday allowance
- 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.
Special conditions:
- Must have a full clean UK driving license
- Weekend working is required for this job
- The job is subject to a basic DBS check
Salary: £55,353 - £57,495 per annum (PO5)
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. The Council reserves the right to close adverts early if there is a large response.
Customer Relationship Manager employer: Lewisham Strategic Partnership
Join Lewisham Council as a Customer Relationship Manager and be part of a team that truly values community engagement and service improvement. With excellent training and development opportunities, a generous holiday allowance, and a supportive work culture that prioritises flexibility and family-friendly policies, you will thrive in an environment dedicated to making a positive impact. Located in the heart of Lewisham, you will enjoy the benefits of a vibrant, culturally diverse community while leading initiatives that enhance resident experiences.
Contact Details:
Lewisham Strategic Partnership Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lewisham Strategic Partnership. 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 Lewisham Strategic Partnership 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 Relationship Manager
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 Lewisham Strategic Partnership:Your cover letter is your chance to shine! Tell us why you want to work at Lewisham Strategic Partnership 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 Lewisham Strategic Partnership!
How to prepare for a job interview at Lewisham Strategic Partnership
✨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.
