Customer Relationship Officer

Job Description

We're looking for a Customer Relationship Officer for a local government client in Camden, London. To provide the first point of contact with customers, offering advice and applying sound judgement to assess their needs across all service areas, resolving queries directly or referring them when a detailed consultation is required. The position is 2 days a week in the office, with the other 3 days spent working from home.

Responsibilities

• Maintain awareness of service changes and developments across all channels
• Adjusting to a changing work environment
• Familiar with at least 2/4 service clusters and the customer access processes and systems they employ.
• Understanding of key aspects of integrated service delivery and links between front-line and professional service areas.
• General Understanding of relevant public service mandates, e.g. customer focus, personalisation, desirability and safeguarding, etc

Knowledge & Experience Requirements

• Has a high level of customer service experience
• Multi-skilled and has excellent knowledge of most services within their core group, e.g. people, place and business.  
• Able to deliver high-quality services across several core service areas.
• Able to work seamlessly across several customer service access channels, telephony, face-to-face, processing, correspondence and web.
• Able to move across services and channels to respond proactively to changes in customer demand
• Able to make high-quality decisions on the frontline to ensure that enquiries are resolved at the first point of contact.
• Able to manage complex cases and case-work with a high skill level
• Able to contribute to service improvements through ideas and participating in projects as required
• Able to provide support to entry-level and other experienced CSOs

Qualification – 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

Essential Compliance Requirements

• 3 years' reference, including current employment
• Current Standard DBS is required
• Willing to engage in the mandatory pre-screening application process.

Diamond Blaque Group, a leading public-sector provider, is acting as the employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace.