Customer Services Contact Officer

Description

Our local government clients in Camden, London, are seeking a Customer Services Contact Officer to contact residents who need financial support due to the cost-of-living crisis. The services operate Monday to Friday during office hours. Working as part of a wider team within Customer Services, making and receiving telephone calls, sending texts and emails, providing daily updates on case progress, inputting data into local and national systems, and providing follow-up contact and research as needed. The role will be supported by full online training on call handling, procedures and technical information. The role can be performed remotely or from an office-based location.

Responsibilities

• Following the call handling procedures for making and recording calls
• Make contact with allocated cases.
• Input all gathered data into local and national systems.
• Completing internal case reporting forms.
• Complete data return requirements.
• Prioritising lists of new cases and ongoing cases.
• Allocating cases.
• Deals with customer queries and supports customers with accessibility requirements as appropriate.
• Highlights any high-risk or safeguarding concerns identified during contact.
• Attends regular contact tracing meetings.

Qualifications – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• NVQ Level Customer Service qualification or equivalent level of experience
• Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM.

Criteria for Shortlisting - About You - What We're Looking for in the Ideal Candidate:

• Experience in a fast-paced environment with unpredictable demand
• Ability to listen sensitively and give appropriate advice, referring customers to other services as necessary
• Excellent and proven customer service skills with the ability to build and manage effective relationships with a range of businesses, partner organisations and key stakeholders.
• Experience working with members of the public in a customer service environment
• Experience in managing one's own workload
• Experience with telephone systems, TEAMS, Outlook and the Internet
• Demonstrated strong interpersonal skills –ability to communicate clearly and sensitively
• Must be able to show empathy, patience and encouragement
• Demonstrated ability to work quickly, under pressure and flexibly – providing support across different roles where necessary
• Strong attention to detail and communication skills
• Ability to understand technical information
• Must be able to thrive in a fast-paced environment, working remotely or office-based
• Commitment to high levels of customer service

Compliance Requirements

• 3 Years References
• Willing to engage in the Pre-Engagement Questionnaire and mandatory pre-screening application process.

Diamond Blaque Group, a leading public-sector provider, is acting as the employment Business for this vacancy. We are dedicated to fostering an inclusive environment that values diversity and equal opportunity in the workplace.