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
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.
As part of our focus on how the council interacts with citizens, we’re exploring what builds strong relationships and what people’s expectations of contact really are. We are embarking on a digital and cultural transformation journey, building complex journeys into an overall customer experience which values our citizens. We are introducing a truly channel agnostic approach, allowing citizens to engage with us in a way which meets their needs.
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.
•Professional curiosity – Asking questions to understand what is happening in someone’s life, so we can connect them to the help and support available to solve their situation, not just the presenting issue.
•Customer/Citizen support and assistance: - providing accurate and helpful information about services, addressing billing or payment inquiries, resolving complaints, and offering solutions to problems. Using various communication channels, such as phone, email, live chat, or social media, to interact with customers.
•Service Navigation:develop and maintain a thorough understanding of the services families they work within as well as an overview of services in other families.Keep updated on campaigns and policies to provide accurate and up-to-date information to customers. Helping customers to understand how different services operate and how to navigate these to achieve their desired outcomes.
•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.
Customer Services Officer Customer Services Officer Customer Services Officer Customer Services Officer