Customer Experience (VoCC) Manager

Lampton Community Services (LCS) is looking for an outstanding Customer Experience Manager to join a rapidly growing and expanding commercial business.

Lampton Community Services is a wholly owned subsidiary of the London Borough of Hounslow and is established as a business that has a social heart with a commercial head that delivers outstanding services across the Borough.  It is made up of three distinct service business areas:

• Coalo that delivers first class repairs, maintenance, and facilities management.
• Recycle360 that delivers refuse, recycling, and commercial waste.
• Greenspace360 that delivers horticulture, conservation, and parks maintenance.

We are recognised as delivering outstanding services and placing the customer at the heart of all that we do. We are an innovative and entrepreneurial organisation that has an exciting strategy to grow our business and client base even further and in doing so, we can create even more profit with purpose for investment back into public services.

The Voice of the Customer and Community (VoCC) is the company’s newly created business unit that has been established as a single customer engagement brand that will enable a uniform customer experience, excellence in complaints management, and will drive the culture of customer-centricity across the group.

The VoCC Manager is a newly created role that will lead a dedicated team to focus on customer experience and the community impact across Lampton Community Services.

The VoCC focuses on customer and community needs; experience, performance, and it drives continuous improvements to increase customer satisfaction and ensures that any community development aligns to the needs of the Borough. Working as the lead of the VoCC team the VoCC Manager will lead on the management and delivery for achieving a successful customer and community experience and creating a customer-centric organisation.

The position  will support the  LCS Senior Management team delivering a customer-centric culture that starts at the very top. The VoCC Manager will be to have maximum impact for any customer-centric initiative. You will gain the support of lower-level leaders to truly move the needle on improving the customer experience and our delivery of social value

The VoCC Manager will need to be a courageous and innovative leader. You will be a values-based organiser that sets a culture of engagement and creativity with a strong ‘can do’ attitude to create solutions and outcomes that are fast paced and pragmatic.

You will need excellent stakeholder management skills and have a passion for customer service, social impact and be committed to the needs and demands of our communities and our Borough.