At a Glance
- Tasks: Provide top-notch customer service via phone, email, and social media.
- Company: Join Camden Council, a leader in community engagement and support.
- Benefits: Enjoy 27 days annual leave, flexible working, and a fantastic pension scheme.
- Other info: Inclusive workplace with a focus on diversity and personal development.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Excellent customer service skills and experience in an omni-channel environment.
The predicted salary is between 34939 - 34939 £ per year.
Salary: £34,939
Grade Level 2, Zone 1
Location: 5 Pancras Square
Contract Type: Permanent, Full Time
Hours: 36 Hours, Full Time
Closing date: Sunday 30th August 2026; 23:55
About Camden
Camden is building somewhere everyone can thrive, by making our borough the best place to live, work, study and visit. We’re not just home to the UK’s fast-growing economy, we’re also home to the most important conversations happening today, and we’re making radical social change a reality, so nobody gets left behind.
This is an exciting time to join our team at Contact Camden in their offices at the 5 Pancras Square, providing a variety of key front line services as a Customer Relationship Officer.
The role
Contact Camden is the public facing hub of the London Borough of Camden, and with almost 1,000,000 contacts each year, our role is to ensure a great experience for every citizen that contacts us. In this role you will be working as part of a team to promptly answer and manage incoming calls from the main switchboard line and the exceptions payment line. You will be expected to work as part of a team to provide high quality customer care within an Omni Channel Contact Centre. The service operates Monday to Friday from 8am-6pm, but the needs of our residents are paramount, so a flexible approach to work is important.
This is an exciting time to join our team at Contact Camden in their offices at the 5 Pancras Square with a team providing first point of contact through multiple channels and working collaboratively to achieve our purpose - ‘Build trust in Camden, empower citizens and change lives’.
We have a big focus on development – this means getting you involved in projects/improvements, having career conversations and getting you ready for your next step and your Team Manager/Performance Coaches will hold regular coaching conversations with you to support you in improving the quality of your customer conversations.
All About You
Ideally, we’re looking for someone who has excellent customer service skills and previous experience of working in an omni channel customer service environment. Most importantly, the right candidate must show positivity, take ownership of customer contact to ensure a resolution for the citizen, be self-motivated, enjoy working with people and take pride in delivering a high-quality customer service for the people of Camden. You will demonstrate the ability to resolve front line customer service enquiries and take decisions to a high standard across multi channels. You will work flexibly with the ability to move across services and channels to respond proactively to changes in customer demand.
You will strive to continuously improve citizen satisfaction with the services delivered playing an integral role building positive relationships and working in a relational way with our customers, gathering feedback and taking a solution-based approach. You will be able to identify and feedback on the barriers our citizens face when accessing Council services. You will have great interpersonal skills and the emotional intelligence to identify and meet the needs of the citizen via phone, email, face to face and social media. You will also take personal responsibility for making appropriate decisions for our customers with minimal supervision.
If you feel you can demonstrate the skills, knowledge and behaviours outlined above then we would love to hear from you.
What We Offer
At Camden, you’ll receive a host of benefits. From flexible working to 27 days annual leave (+ bank holidays!). We also know that a work life balance is extremely important so we also offer family leave, loan schemes and access to our incredible staff networks. We also have an incredible pensions scheme.
Inclusion and Diversity
We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equalities and justice remains at the heart of everything we do.
To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit our website.
Anonymised Application – in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.
Asking for Adjustments
Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us.
Customer Relationship Officer - Switchboard & Exception Line Payments employer: LONDON BOROUGH OF CAMDEN
The London Borough of Camden is an exceptional employer, offering a supportive and dynamic work environment for Senior Social Workers. With a strong commitment to employee development, flexible working arrangements, and a vibrant team culture, you will have the opportunity to make a meaningful impact in the lives of children and families in Greater London. Join us to be part of a dedicated team that values your expertise and fosters professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Officer - Switchboard & Exception Line Payments
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LONDON BOROUGH OF CAMDEN. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LONDON BOROUGH OF CAMDEN before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relationship Officer - Switchboard & Exception Line Payments
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LONDON BOROUGH OF CAMDEN:Your cover letter is your chance to shine! Tell us why you want to work at LONDON BOROUGH OF CAMDEN specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LONDON BOROUGH OF CAMDEN!
How to prepare for a job interview at LONDON BOROUGH OF CAMDEN
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
