Customer Relationship Manager

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 a...