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Environment and Performance officer

EXPERIENCE ENVIRONMENT AND PERFORMANCE OFFICER REQUIRED FOR AN IMMEDIATE START!!!

Requirements;
A degree in marketing or other sales/customer related qualification and with a high level of numeracy.

Working knowledge of the services that fall under the Environment portfolio

Understanding of customer experience methodology and six sigma.

Strong grasp of plain English concepts and being able to demonstrate this in verbal and written communications

Knowledge of the corporate complaints and members enquiries process including an
Understanding of the political landscape in Lambeth.

Duties in this role will include:

• Take responsibility for delivering a first class experience across all customer channels by providing accurate and consistent information via workbooks, the website, social media, training material and all other communication methods
• Deliver service improvements by identifying issues and opportunities for improvement; showing a passion to implement enhancements and delight our customers
• Represent the customer in all Environment projects so that you can influence the customer journey and develop an effective communication and training plan
• Manage a quality programme to monitor our performance from a customer perspective by leading on mystery shopping activities, monitoring complaint volumes and themes, and benchmarking with other councils and organisations
• Deliver a marketing and sales strategies to maximise income while delivering an optimised customer journey
• Provide an appropriate and timely response to customer complaints and members enquiries through use of the ‘Confident Conversations’ principles.
• Critically analyse complaints by getting to the root cause of the issue, liaising with colleagues and stakeholders to resolve service issues, identify faults in service issues and ensuring remedies are put in place to resolve complaints and that lessons learned are implemented and acted upon.
• Monitor and analyse sales activities against goals, promoting achievements while continuously challenging the business on how we can further increase income
• Participate in partnership working initiatives such as Community Freshview
• Carry out any formal statutory consultation that may be required

IF YOU FEEL THAT YOU FIT THE ABOVE CRITERIA AND YOU HAVE LOCAL AUTHORITY EXPERIENCE, APPLY NOW!!!

Salary: £25.50 /hour

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Moorfoot House, Meridian Gate,
221 Marsh Wall, London,
E14 9FJ, United Kingdom

Phone: 020 7537 6607
Fax: 020 7117 1645

recruitment@carringtonblake.com