Customer Services Officer (L2Z2)
Camden Council
Role
Who You Are
You are an experienced customer service professional with a high level of multi-skilled expertise. You have excellent knowledge of a majority of services within core groups such as people, place, and business. You can seamlessly operate across various customer service access channels including telephony, face-to-face, processing, correspondence, and web. You are proactive, adaptable, and capable of making high-quality decisions on the frontline to resolve inquiries efficiently.
What the Job Involves
As a Customer Service Officer, you will represent the Council as the first point of contact, providing advice and applying sound judgment to assess customer needs across all service areas. You'll resolve queries directly or refer them for detailed consultations when necessary. The role requires managing complex cases, contributing to service improvements through ideas and projects, and providing support to entry-level and other experienced CSOs. You will interact with other Customer Service Officers, Team Leaders, and Heads of Service, working mainly in an office environment at the Council's Contact Centre, with potential travel to other sites.
Skills
- High-level customer service experience
- Multi-skilled across core service areas
- Proficiency across multiple customer service channels
- Decision-making at the frontline
- Complex case management
- Service improvement contribution
- Familiarity with service clusters and access processes
- Understanding of integrated service delivery
- Adaptability to change