Vocc Community Lead - Feltham, United Kingdom - Coalo Limited

Description

About us

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.

Role:
VoCC Community Lead


Reporting To:
VoCC Manager


PURPOSE OF ROLE

Voice of the Customer and Community (VoCC) is a dedicated team and environment that takes full accountability and responsibility for the customer experience and the community impact across Lampton Community Services and the group.

LCS places the Voice Of Customers and Community at the heart of our business and has a dedicated environment, fixed within our governance structure, which ensures business decisions are informed and shaped by our customers.

The VoCC Community Lead provides a direct link between LCS and the wider community, seeking their views and co-creating to ensure our services fit the needs of those we serve.

They provide capability in understanding the social value that LCS create, enabling strong tenders and bids for new business.

The VoCC Board is accountable for the delivery of our Customer Charter and Service Standards and is the framework to enable our strategic objective of Service Excellence


Summary of Responsibilities and Personal Duties:

• Develop direct community engagement activities/projects internally and with key strategic partners to advance our priorities of employment, training, and health & wellbeing
• Lead on all consultation with our customers and the wider community, independently and with our primary client. Close the feedback loop to demonstrate that we listen and act
• A champion for our communities. Take the lead in developing internal campaigns to engage colleagues with the importance of community development and social value; sharing good news stories
• Our social value expert. Through data analysis and deep understanding our business, you will accurately calculate the social value generated by LCS using recognised and approved methodologies. As the goto colleague, you will support tenders and bids for new business using Social Value as a key differentiator.
• Develop our wider network across the VCSE sector to bring collaboration opportunities
• Work with our leaders and managers to maximise social value through our procurement activities and hold suppliers to account in delivery of their commitments.
• Report to VoCC monthly, bringing insight and the voice of communities to support strategic decision making
• Liaise and develop a working relationship with other departments across the organisation and external stakeholders, including our clients, customer groups, and contractors, and local councillors
• Collaboratively work with Subject Matter Experts within the organisation to propose effective solutions to improve our services
• Work with directors and managers to design new ways to present findings and enjoy bringing to life findings for different stakeholder groups
• Support the wider VoCC team as required in other administrative activities

Employee Specification

Knowledge and experience:

• Working in a customer focused organisation.
• Good Communication & Telephone Skills
• Excellent organisational Skills

Skills and Abilities

• Ability to deal sympathetically with tenants and leaseholders in course of daily duties.
• Flexible and adaptable to meet the changing demands of the service.
• To be able to meet predetermined deadlines and performance targets.
• Must have a good level of numeracy and literacy.
• To be able to work on own initiative and as part of a team.
• To be able to drive, have a full driving licence and have use of a vehicle where necessary.
• Good understanding of Excel and Word.

Personal Style and Behaviours:

• Ability to communicate effectively with a positive approach to solve daily work challenges
• Demonstrates high levels of energy and commitment.
• Ability to work positively in a team in order to deliver high levels of customer satisfaction.
• Selfmotivated and able to manage time effectively
• Team Player

Benefits:
What We Offer

• Pension
• Death in Service
• Cycle to work Scheme
• Sodexo
• Employee Referrals

Job Type:
Temporary contract


Salary:
£35,000.00 per year


Schedule:

• 8 hour shift

Work Location:
Hybrid remote in F