Customer Relationship Manager

Lewisham Youth Service; Greater London; Hybrid; GBP 52,000 - 70,000; Full time

Benefits offered by this job

Local Government Pension scheme

Flexible working and family friendly

Season ticket loan

Bicycle loans

Staff discounts

Staff networks

Job summary

Based at Laurence House with hybrid office/home working, you will use complaint insights to drive improvements, run resident surgeries and open days, and set clear expectations while supporting continuous service improvement for residents.

Qualifications

• Strong, customer-focused leadership with ability to manage teams and drive improvements.
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• Data-driven approach using insights to challenge outcomes and improve service quality.
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• Highly organised and detail-oriented, ensuring thorough handling of complaints and feedback.

Responsibilities

• Lead a team of Customer Liaison Officers handling engagement, complaints and feedback.
• Oversee end-to-end issue management from first contact to resolution.
• Run resident surgeries and open days to improve visibility and accessibility of the service.
• Use complaint insights to track trends and drive service improvements for residents.

Job description

• Locations 1 Catford Road, London, SE6 4RU, GB
• Job Schedule Full time

Job Description

Discover yourself in Lewisham where what you do makes a difference to our vibrant and culturally diverse communities!

We have a rich history of welcoming people from all over the world and are proud to be recognised as the UK's first Borough of Sanctuary, for our work in championing the rights of refugees and migrants.

Introduction

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.

What's the role?

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:

• 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

What we're looking for

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.

Location

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

The recruitment process is anonymous and we don't accept CVs.

N.B: All appointments will be offered at the minimum spinal column point (SCP) for the grade of the role. The only exception to this will be when matching current salary (up to the maximum of the scale), which is subject to evidential proof.

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.