At a Glance
- Tasks: Manage customer complaints and enquiries in a fast-paced council environment.
- Company: Dynamic local authority focused on exceptional customer service.
- Benefits: Competitive pay rates, hands-on experience, and professional development opportunities.
- Other info: On-site role in Hackney with a supportive team atmosphere.
- Why this job: Be the first point of contact and make a real difference in customer satisfaction.
- Qualifications: 2 years of experience in customer complaints and strong communication skills.
The predicted salary is between 21.53 - 21.53 £ per hour.
We are seeking an adaptable Customer Relationship Officer to manage Stage 1 complaints and customer enquiries within a high-volume council setting. You will act as the crucial first point of contact, balancing multiple inbound communication channels while maintaining exceptional customer care standards.
Key Responsibilities
- Call Handling: Answer dedicated complaints line calls with a cool, clear, and highly professional phone manner. Mediate and de-escalate sensitive customer issues before they turn into formal complaints.
- Inbox & Webform Management: Manage the busy complaints inbox alongside incoming webforms, ensuring enquiries are accurately logged and triaged.
- System Management: Log, route, and track cases through the OneCase complaints management system (corporate complaints database).
- Cross-Department Triage: Liaise with managers across council directorates to gather evidence, combine complex multi-service responses into single answers, and ensure performance targets are met.
- Quality Assurance: Review and quality-check draft Stage 1 responses to ensure answers are clear, accurate, and aligned with council standards.
- Multitasking: Balance competing priorities under pressure while maintaining accurate records and meeting statutory deadlines.
Requirements & Experience
- Experience: Minimum 2 years of direct experience handling customer complaints and investigations. Local authority or public sector background is highly desirable.
- Communication: Outstanding verbal and written communication skills with the ability to convey difficult information with empathy and tact.
- Technical Skills: Strong proficiency with complaints management databases (OneCase experience preferred) and standard Microsoft Office suites.
- Mindset: A calm, flexible problem-solver with a knack for negotiating resolutions between dynamic service teams and dissatisfied customers.
- Education: Minimum GCSE standard in English and Maths.
Due to the high volume of applications, only successful candidates will be contacted.
Customer Relationship Officer in London employer: Connect2Hackney
Connect2Hackney is an exceptional employer, offering a supportive and collaborative work environment for Youth Justice Practitioners dedicated to making a meaningful impact in the lives of young people. With a strong focus on professional development and evidence-based interventions, employees benefit from ongoing training and growth opportunities while working within a multi-agency team in the vibrant community of Hackney. The commitment to safeguarding vulnerable youth and reducing reoffending ensures that every team member plays a vital role in fostering positive change and achieving lasting outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Officer in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Connect2Hackney.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Connect2Hackney. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Relationship Officer in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Connect2Hackney.
How to prepare for a job interview at Connect2Hackney
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Connect2Hackney's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Connect2Hackney offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
