Customer Care Complaints Officer (FTC)

Lampton Group; Hounslow; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Annual pay reviews

24 days holiday

Free gym membership

Maternity leave

Pension scheme

Lampton Rewards

EE offers

Online GP

EAP

Health testing

Flu jabs

Eye care

Cycle to work

EV salary sacrifice

CPD training

Leadership opportunities

Job summary

Lampton Group is recruiting a Customer Care Officer to deliver best-in-class complaint handling in a team focused on the Voice of our Customer and Community.

The role involves investigations, root-cause analysis and feedback to improve services across Lampton Homes, Lampton Leisure and Lampton Services.

Qualifications

• Track record of managing complaints and customer feedback.
• Strong knowledge of Data Protection and FOI 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.

Responsibilities

• Investigate formal complaints and reach outcomes, communicating findings clearly.
• Support Stage 2 Review meetings with customers and stakeholders.
• Liaise with departments and external stakeholders, including Ombudsman and councillors.
• Collate complaints data and identify trends from CRM data.
• Collate and feedback compliments and positive stories.
• Use tools to identify root causes and propose preventative actions.
• Identify system, process or policy improvements to reduce complaints.
• Conduct trend analyses to highlight organisational themes.
• Manage and redact information for requests (e.g., Subject Access Requests, FOI).
• Undertake ad hoc customer satisfaction surveys; support VoCC team.

Skills

Complaint management

Data protection knowledge

Investigation & decision making

CRM usage

KPIs & deadlines

Attention to detail

Empathy & professionalism

Interpersonal skills

Tools

CRM software

Job description

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 re-enforce 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.