Customer Services Officer
Camden
£20/hr
Start date: ASAP
Full Time: Mon - Fri 36/hrs a week
About the role:
In this role you will be working as part of a team providing the first point of contact through multiple channels and working collaboratively 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. You will play an integral role building positive relationships and working in a relational way with our customers, gathering feedback and taking a solution-based approach. You will be able to identify and feedback on the barriers our citizens face when accessing Council services. You will have great interpersonal skills and the emotional intelligence to identify and meet the needs of the citizen via phone, email, face to face and social media. The service operates Monday to Friday from 8am-6pm, but the needs of our residents are paramount, so a flexible approach to work is important
About you:
* Problem resolution - effectively resolving citizen queries using plain language. This involves investigating issues, really understanding people's unique situations, analysing information, and identifying appropriate solutions including collaborate with other departments to enabling signposting where appropriate and escalate where necessary. Aim to provide satisfactory resolutions that meet citizen needs and maintain a positive customer experience.
* Using your judgement: Hearing someone's situation and knowing when to follow council policies & procedures when interacting with citizens. Using your skills and knowledge to determine when to use discretion around these within the boundaries of your autonomy. Adhere to confidentiality requirements, to protect customer information.
* Digital skills Confident in working across multiple and sometimes complex systems, you will be skilled in locating information to support effective problem resolution.
* Dealing with difficult conversations: demonstrate patience, and able to influence/negotiate challenges when talking to customers. Able to communicate and communicate with different audiences, personalising services where appropriate.
* Record-Keeping and Documentation/CRM records: Maintain accurate and detailed records of citizen interactions, inquiries, and resolutions. Update citizen profiles, document relevant information, and use customer relationship management (CRM) systems and relevant databases to track citizen history and preferences.
