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Customer Service Officer

Camden

£20/hr

Start date: ASAP

Full Time: Mon - Fri - 36/hrs a week

Hatched Recruitment is looking for a Customer Service Officer in the Camden area. 3 - 6 months contract.

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 (where needed), gathering feedback and having 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 and there is a separate Emergency Telephone Service delivered by Contact Camden at all other times including weekend and bank holidays.

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 complaints or problems using plain English. This involves investigating issues, working relationing (where appropriate) analyzing 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.

* 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/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