Contact Camden
Contact Camden is the public facing hub of the London Borough of Camden, and with almost 1,000,000 contacts each year, our role is to ensure a great experience for every citizen that contacts us
To represent the Council by providing the first point of contact with customers, providing advice and applying sound judgement in assessing their needs across all service areas and resolving their query directly or referring them where a detailed consultation is required.


About the role:
*In this role you will be working as part of a team to promptly answer and manage incoming calls from the main switchboard line or the exceptions payment line.
*Accurately assess caller needs and transfer them to the correct department, team, or external service (switchboard)
*Accurately take payments on behalf of customers that are unable to do so themselves or have had issues trying to pay via self service.
*Ensure Payment Card Industry Standards are guidance are observed and followed at all times when taking payments.
*Use internal systems and directories to find up-to-date contact and service information.
*Handle routine queries directly where appropriate or escalate/redirect as needed.
*Maintain clear and professional communication at all times.
*Log and update call information accurately in call handling systems.
*Support general contact centre activity as needed, including call triage and information provision
You will strive to continuously improve citizen satisfaction with the services delivered. You will play an integral role building positive relationships way with our customers, gathering feedback and taking a solution-based approach. You will have great interpersonal skills and the emotional intelligence to identify and meet the needs of the citizen.. 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, collaborate with other departments to enabling signposting where appropriate and escalate where necessary.
•Professional curiosity – Asking questions to ensure we can connect them to the help and support available
•Customer/Citizen support and assistance: - providing accurate and helpful information to customers calling the switchboard or payment exception lines.
•Service Navigation:Keep updated on campaigns and policies to provide accurate and up-to-date information to customers.
•Using your judgement: 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 you will be skilled in locating information to support effective problem resolution. Knowledge of Microsoft software packages, knows how to communicate socially and professionally whilst behaving safely and legally online.
•Time management skills: dealing with calls effectively aligned to our Quality Framework, adhering to rotas, being flexible as and when required.
•Dealing with difficult conversations: demonstrate patience, and able to influence/negotiate challenges when talking to customers.
Able to communicate and communicate with different audiences.
•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.
Customer Services Officer Customer Services Officer Customer Services Officer Customer Services Officer