Location
5 Pancras Square, London Borough of Camden

Hours
36 Hours, Full Time

Salary
£37,312 per annum, Grade Level 2, Zone 2

About the Role
Camden Council is building a borough where everyone can thrive by making it the best place to live, work, study and visit. Join Contact Camden, the public facing hub of the London Borough of Camden, handling almost 1,000,000 contacts each year. As a Customer Relationship Officer, you will provide high quality customer care across multiple services within an Omni Channel Contact Centre. You will take ownership and accountability for resolving calls, emails and face to face interactions from our citizens, ensuring a great experience for every contact.

Working as part of a team at the 5 Pancras Square offices, you will be the first point of contact through multiple channels, collaborating to achieve our purpose: ‘Build trust in Camden, empower citizens and change lives’. You will strive to continuously improve citizen satisfaction with the services delivered.

We focus strongly on development, involving you in projects and improvements, career conversations, and preparing you for your next step. Your Team Manager and Performance Coaches will provide regular coaching to support you in enhancing the quality of your customer conversations.

This is an exciting opportunity to contribute to a dynamic team delivering key front-line services to the people of Camden.

Experience
Previous experience working in an omni channel customer service environment is highly desirable.

About you
You must demonstrate excellent customer service skills, positivity, and take ownership of customer contact to ensure resolution for citizens. You should be self-motivated, enjoy working with people, and take pride in delivering high-quality customer service.

You will have the ability to resolve front line customer service enquiries and make decisions to a high standard across multiple channels. Flexibility to move across services and channels to respond proactively to changes in customer demand is essential.

Building positive relationships and working in a relational way with customers is key. You will gather feedback and take a solution-based approach, identifying and reporting barriers citizens face when accessing Council services. Strong interpersonal skills and emotional intelligence to meet the needs of citizens via phone, email, face to face and social media are required.

You will take personal responsibility for making appropriate decisions for customers with minimal supervision.

Qualifications
No specific qualifications are stated as mandatory; however, relevant customer service experience and skills are essential.