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About the Role

Contact Camden is the public facing hub of the London Borough of Camden, handling almost 1,000,000 contacts annually to ensure a great experience for every citizen. This role involves working collaboratively to provide first point of contact services through multiple channels, aiming to 'Build trust in Camden, empower citizens and change lives'. The position emphasizes development, with regular coaching conversations and opportunities for involvement in projects and improvements.

Responsibilities

Promptly answer and manage incoming calls from the main switchboard line and the exceptions payment line.
Provide high-quality customer care within an Omni Channel Contact Centre.
Work flexibly to meet resident needs, as the service operates Monday to Friday from 8 am-6 pm.
Contribute to achieving the purpose of building trust, empowering citizens, and changing lives.
Engage in projects and improvements, participate in career conversations, and prepare for future roles.
Receive regular coaching conversations to improve customer interaction quality.
Resolve front-line customer service inquiries and make high-standard decisions across multiple channels.
Work flexibly and adapt to changes in customer demand across services and channels.
Continuously improve citizen satisfaction with delivered services.
Build positive relationships and work relationally with customers.
Gather feedback and adopt a solution-based approach.
Identify and provide feedback on barriers citizens face when accessing Council services.
Take personal responsibility for making appropriate decisions for customers with minimal supervision.

Requirements

Excellent customer service skills.
Previous experience working in an omni channel customer service environment.
Positivity.
Ability to take ownership of customer contact to ensure resolution.
Self-motivation.
Enjoyment of working with people.
Pride in delivering high-quality customer service.
Ability to resolve front-line customer service enquiries and make decisions to a high standard across multi channels.
Ability to work flexibly and move across services and channels to respond proactively to changes in customer demand.
Ability to continuously improve citizen satisfaction with the services delivered.
Ability to play an integral role building positive relationships and working in a relational way with customers.
Ability to gather feedback and take a solution-based approach.
Ability to identify and feedback on the barriers citizens face when accessing Council services.
Great interpersonal skills.
Emotional intelligence to identify and meet the needs of the citizen via phone, email, face to face and social media.
Ability to take personal responsibility for making appropriate decisions for customers with minimal supervision.

Skills

Customer service
Omni channel customer service
Communication
Interpersonal skills
Emotional intelligence
Decision making
Problem solving
Adaptability
Flexibility

Location

5 Pancras Square

Work Type

Permanent
Full Time

Experience Level

Grade Level 2

Salary/Compensations

£34,939

Benefits

Flexible working
27 days annual leave (+ bank holidays)
Family leave
Loan schemes
Access to staff networks
Pensions scheme

About the Company

Camden is building somewhere everyone can thrive by making the borough the best place to live, work, study and visit.
Camden is home to the UK’s fast-growing economy and important conversations, making radical social change a reality.
Contact Camden is the public facing hub of the London Borough of Camden.
The service operates Monday to Friday from 8 am-6 pm.
Camden Council is committed to making recruitment practices barrier-free and accessible.

Equal Opportunity

We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce.
We are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking.
We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities.
Anonymised Application – in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.
Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone.
This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions.