At a Glance
- Tasks: Be the first point of contact for customer complaints and support.
- Company: Join a dynamic council team focused on excellent customer service.
- Benefits: Earn £22.85 per hour with hybrid working options.
- Other info: No formal qualifications needed; just bring your enthusiasm and attention to detail.
- Why this job: Make a real difference in customer experience and community engagement.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 22.85 - 22.85 £ per hour.
Our client is looking for an experienced Customer Engagement Officer.
Working Pattern: Hybrid – required in the office 2–3 days per week.
You will act as a first point of contact for complaints-related queries, handle confidential information with care, and ensure all correspondence is accurately logged, assigned and monitored. Your work will support the smooth running of statutory complaint processes, Member Enquiries and Freedom of Information requests across Adult Social Care. This is a key role for ensuring transparency, accountability and excellent customer experience within the Council.
Key Responsibilities- Act as the first point of contact for anyone seeking information or support on how to make a complaint.
- Communicate sensitively with callers and visitors, providing clear advice on the Council’s complaints procedures.
- Manage all customer information confidentially and in line with data protection requirements.
- Ensure all correspondence is correctly allocated to the relevant Local Authority and operational team for investigation and response.
- Log and process Member Enquiries for RBKC and Westminster City Council, ensuring responses are provided within the required five-day timeframe.
- Maintain the Freedom of Information (FOI) log for the Adult Social Care Department, ensuring requests are tracked, information is collated, and deadlines are met.
- No formal qualifications required.
- Essential Skills
- Strong written and verbal communication skills.
- Excellent customer service and interpersonal skills.
- Proficient user of Microsoft Office (Excel, Word, Outlook, Teams).
- Proven ability to maintain accurate information systems for logging and retrieving records.
- Able to handle sensitive and confidential information securely and professionally.
- Strong attention to detail and commitment to delivering high-quality work.
- Able to build effective working relationships at all levels and demonstrate confidence when influencing stakeholders.
- Outcomes-focused and solution-oriented approach.
- Desirable Skills / Knowledge
- Experience using Netcall, Mosaic or iCasework.
- Understanding of Adult Social Care.
- Awareness of statutory complaints legislation.
We are seeking an individual who:
- Demonstrates excellent customer care skills.
- Works with accuracy, diligence and a high level of attention to detail.
- Can engage confidently and build trust with colleagues and service users.
- Is proactive, adaptable and committed to improving the customer experience.
- Can manage competing priorities while maintaining high standards.
Customer Services / Administrator in City of Westminster employer: Colbern Limited
Colbern Limited is an excellent employer, offering a supportive and dynamic work environment in Westminster, where you can make a meaningful impact on the community through your role as a Customer Engagement Officer. With a hybrid working model, competitive pay, and a commitment to employee growth, we foster a culture of transparency and accountability, ensuring that our team members are valued and empowered to excel in their careers while providing exceptional service to the public.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services / Administrator in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Engagement Officer role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for customer service roles and practice your responses. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 3
Show off your skills! If you’ve got experience with Microsoft Office or any relevant software, be ready to discuss it. Maybe even bring examples of how you've used these tools to improve customer service in past roles.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you. Plus, applying directly can sometimes give you an edge over other candidates. So, get your CV ready and let’s land that job together!
We think you need these skills to ace Customer Services / Administrator in City of Westminster
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Engagement Officer. Highlight your customer service experience and any relevant skills that match the job description, like handling complaints or managing confidential information.
Showcase Your Communication Skills:Since strong written and verbal communication is key for this role, consider including examples in your application that demonstrate how you've effectively communicated with customers or colleagues in the past.
Be Detail-Oriented:Attention to detail is crucial! Double-check your application for any typos or errors, and ensure all your information is accurate. This shows us you care about delivering high-quality work right from the start.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to us quickly and efficiently, so don’t miss out on this opportunity!
How to prepare for a job interview at Colbern Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key responsibilities and skills required for the Customer Engagement Officer role. This will help you tailor your answers to show how your experience aligns perfectly with what they’re looking for.
✨Practice Your Communication Skills
Since this role involves a lot of customer interaction, practice your verbal and written communication skills. Prepare to demonstrate how you would handle sensitive queries or complaints. Think of examples from your past experiences where you successfully resolved issues or provided excellent customer service.
✨Showcase Your Attention to Detail
Attention to detail is crucial in this position. Be ready to discuss how you ensure accuracy in your work, especially when logging information or managing confidential data. You might want to share specific instances where your meticulousness made a difference in your previous roles.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the challenges they face, or how success is measured in this role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
