Customer Relationship Officer - Switchboard & Exception Line Payments
$34,939–$34,939 year
On-siteCamden Town, England, United Kingdom
Job Summary
Answer and manage incoming calls from the main switchboard line and the exceptions payment line, providing high-quality customer care within an Omni Channel Contact Centre. Resolve front-line enquiries across multiple channels with minimal supervision, taking ownership to ensure resolution for every citizen. Identify barriers residents face when accessing Council services, gather feedback, and apply a solution-based approach to continuously improve citizen satisfaction. Work flexibly to respond proactively to changes in customer demand while collaborating with the team to achieve our purpose of building trust and empowering citizens.
Required Qualifications
- excellent customer service skills
- previous experience of working in an omni channel customer service environment
- positivity
- take ownership of customer contact to ensure a resolution for the citizen
- be self-motivated
- enjoy working with people
- take pride in delivering a high-quality customer service for the people of Camden
- ability to resolve front line customer service enquiries
- take decisions to a high standard across multi channels
- work flexibly with the ability to move across services and channels to respond proactively to changes in customer demand
- continuously improve citizen satisfaction with the services delivered
- play an integral role building positive relationships
- work in a relational way with our customers
- gather feedback
- take a solution-based approach
- identify and feedback on the barriers our 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
- take personal responsibility for making appropriate decisions for our customers with minimal supervision
Desired Qualifications
- excellent customer service skills
- previous experience of working in an omni channel customer service environment
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