Customer Services Officer (L2Z2)

Who You Are

You are a seasoned customer service professional with a comprehensive understanding of a wide range of services within core areas such as people, place, and business. You thrive in a dynamic work environment and can seamlessly interact with customers through various access channels, such as telephony, face-to-face, and digital. You possess the ability to make informed decisions on the frontline, resolve inquiries effectively, and manage complex cases. Your proactive approach enables you to adapt to changes in customer demand and contribute to service improvements. You also support entry-level officers and collaborate effectively within internal partnerships.

What the Job Involves

As a Customer Service Officer Level Two, you represent the Council as the initial point of contact, providing advice and using sound judgment to meet customer needs. The role involves working within an office environment, primarily at the Contact Camden's Contact Centre with potential travel to other sites like King's Cross and Holmes Road. You will maintain awareness of service changes, adjust to evolving environments, and ensure inquiries are resolved quickly and effectively. Your role supports the integration of service delivery channels and fosters collaboration with team members and leaders to enhance overall customer satisfaction.

Skills

• High-level customer service experience
• Multi-skilled across core service areas
• Proficient in various customer service channels
• Decision-making at the first point of contact
• Complex case management
• Service improvement contribution
• Support and training of entry-level officers
• Adaptability to changing environments
• Understanding integrated service delivery