Customer Services Contact Officer (L2Z2)

Who You Are

You are a proactive and empathetic individual with great interpersonal skills and emotional intelligence, capable of building trust and positive relationships with Camden citizens. You have a professional curiosity that helps you understand people’s situations and connect them with the necessary support. Your judgment is sound, helping you balance adherence to council policies with discretion when necessary. You are agile in using digital systems and excel at time management, demonstrating patience and effective negotiation skills during challenging conversations.

What the Job Involves

As a Customer Relationship Officer, you will be the first point of contact through various communication channels such as phone, email, face-to-face, and social media. Your role is to empower citizens by providing exceptional customer service that improves satisfaction with council services. You will gather feedback, identify barriers in service access, and work collaboratively to achieve solutions. You'll also be involved in recording CRM data accurately to support citizens’ history and preferences, contributing to Camden’s digital and cultural transformation. The role operates Monday to Friday, 8am-6pm, with flexibility being crucial to meet residents' needs.

Skills

• Problem resolution and customer support
• Professional curiosity and service navigation
• Digital proficiency in Microsoft software and CRM systems
• Time management and flexibility
• Strong interpersonal and communication skills
• Attention to detail and ability to handle sensitive conversations
• Ability to thrive in a fast-paced, remote or office environment