Location
5 Pancras Square, London Borough of Camden

Hours
36 Hours, Full Time, Monday to Friday, 8am-6pm with a flexible approach to meet resident needs

Salary
£34,939 per annum, Grade Level 2, Zone 1

About the Role
Camden Council is committed to 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 nearly 1,000,000 contacts annually and ensuring a great experience for every citizen.

As a Customer Relationship Officer, you will be part of a team managing incoming calls from the main switchboard and exceptions payment line, delivering high quality customer care within an Omni Channel Contact Centre environment. You will provide first point of contact through multiple channels, working collaboratively to build trust, empower citizens and change lives.

This role offers a strong focus on development, including involvement in projects, career conversations, and regular coaching to support continuous improvement in customer interactions. You will work flexibly across services and channels to respond proactively to customer demand and help improve citizen satisfaction by building positive relationships and taking a solution-based approach.

You will also play a key role in identifying barriers citizens face when accessing Council services and provide feedback to help improve service delivery.

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

About you
You are positive, self-motivated and take ownership of customer contact to ensure resolution. You enjoy working with people and take pride in delivering high-quality customer service. You demonstrate the ability to resolve front line enquiries and make appropriate decisions with minimal supervision.

You have excellent interpersonal skills and emotional intelligence to meet the needs of citizens via phone, email, face to face and social media. You work flexibly and proactively to respond to changes in customer demand, striving to continuously improve citizen satisfaction and build positive relationships.

You are solution-focused and able to identify and feedback on barriers faced by citizens when accessing services.

Qualifications
No specific qualifications are required, but a commitment to delivering excellent customer service and a willingness to learn and develop are essential.