Job Advert
Customer Care Officer – 5 month Fixed Term Contract
Based in Feltham
Hybrid Role – 37.5 hours a week
Parking
Competitive Salary
About Lampton Services
Lampton Services are an awarding winning business, providing a range of services, commissioned by LBH, for residents in the borough. From collecting recycling and waste, to maintaining parks, repairing and upgrading homes to managing allotments, Lampton Services is at the heart of the Hounslow community working every day to make it a great place to live.
Why join Lampton Services?
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We are LLW and NJC employer - yearly pay and condition reviews
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24 days holiday allowance, plus bank holidays - an additional day per year for each completed years’ service, up to five years
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Free GOLD gym membership
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Enhanced Maternity and Paternity leave and Pension Scheme
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Exclusive Discounts - save with Lampton Rewards and EE mobile offers
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Refer a Friend Scheme - earn up to £250 for each new employee referred
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Staff wellbeing perks - online GP access, EAP, health testing, flu Jabs, and eye care vouchers
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Sustainability Perks - cycle to work and electric car salary sacrifice scheme
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Career Growth – CPD training, structured development, and leadership opportunities
About the Job
The Customer Insight Officer provides high-quality support across membership admin, customer service, complaints, and insight..
Key Responsibilities include:
Customer Experience & Membership Administration
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Process membership cancellations, freezes, upgrades and downgrades via CRM. • Communicate with members through phone/email to resolve queries and ensure data accuracy across CRM/G360.
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Monitor membership retention processes and contribute to achieving retention KPIs.
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Support customer service excellence, including training new starters on systems and standards
Complaints & Feedback Handling
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Support, and where required lead, investigations into customer complaints, ensuring clear, fair and evidence based outcomes.
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Draft high quality written responses and deliver empathetic verbal communication.
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Record and analyse complaint trends and themes within customer management systems.
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Support FOI/SAR queries and contribute to customer satisfaction surveying.
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Share positive customer feedback to reinforce organisational standards.
Customer Insight, Data & Continuous Improvement
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Collect, analyse and report customer insight from complaints, membership activity, NPS and feedback channels.
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Identify root causes, emerging trends and improvement opportunities across processes, systems and policies.
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Produce clear insight reports for the Customer Insight & Experience Manager and senior stakeholders.
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Support strategic decision-making by turning data into meaningful narrative and recommendations.
Collaboration & Stakeholder Engagement
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Work collaboratively with colleagues across all departments as required
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Promote a consistent, values driven customer experience across all services
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Support cross-team initiatives that enhance customer understanding and service quality
Professional Standards & Compliance
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Uphold GDPR, Data Protection and Freedom of Information requirements
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Follow Health & Safety, Equality & Diversity and Code of Conduct standards.
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Ensure confidentiality, accurate record-keeping, and secure handling of customer information.
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Engage in continuous personal development relevant to the role.
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Perform any other duties appropriate to the grade.
Experience and Qualifications required
Experience Essential
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Customer service, membership services, complaints handling or insight/analysis background.
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Ability to investigate issues, problem-solve and make informed decisions.
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Experience using CRM and customer data systems.
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Experience working to KPIs, deadlines and accuracy standards. Desirable
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Experience in leisure, membership-based services or customer insight roles.
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Experience compiling insight reports for management. Skills & Abilities
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Excellent written and verbal communication.
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Strong attention to detail, literacy/numeracy and Microsoft 365 skills.
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Confident handling challenging conversations with empathy and professionalism.
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Ability to analyse data, identify patterns and produce clear insight.
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Strong interpersonal skills and collaboration ability.
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Calm under pressure with good workload
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.
