At a Glance
- Tasks: Transform resident feedback into impactful actions and drive service improvements in Adult Social Care.
- Company: Join a caring council dedicated to supporting diverse communities and enhancing local services.
- Benefits: Enjoy competitive pay, professional development, and a supportive team environment.
- Other info: Collaborate across departments for meaningful outcomes and career growth opportunities.
- Why this job: Make a real difference by ensuring every resident's voice shapes our services.
- Qualifications: Experience in customer feedback and complaint resolution, with strong communication skills.
The predicted salary is between 29250 - 35750 £ per year.
Turn resident feedback into meaningful action and ensure every voice in Adult Social Care is heard. As our Customer Engagement Officer, you'll play a central role in driving service improvements across Adult Social Care. It's a role with genuine, council-wide impact, a chance to listen to our residents, turn their feedback into positive change and ensure our services continuously evolve to meet community needs.
What You'll Be Doing
- Your focus will be managing resident feedback from receipt right through to resolution, handling statutory complaints, Member and MP enquiries, Freedom of Information requests, Subject Access Requests and compliments.
- You'll communicate sensitively with residents and their representatives, offering clarity and practical advice while ensuring all correspondence is handled confidentially, objectively and within strict statutory timescales.
- Beyond case management, you will actively drive service improvement across Adult Social Care.
- You'll analyse feedback trends, support Ombudsman investigations and share key learnings back with operational teams and senior leaders.
- Collaborating closely with colleagues across social care, quality assurance and legal services, you will help turn insights into practical recommendations that raise overall service standards and improve resident outcomes.
What You'll Bring
- You'll bring hands-on experience in customer feedback, complex complaint resolution or case management within a regulated setting.
- You have a strong understanding of social care legislation and statutory complaints procedures, including the Care Act 2014, General Data Protection Regulation and Freedom of Information rules.
- You're an excellent communicator – someone who can draft clear, empathetic and evidence-based responses under pressure, adapting your communication style to suit sensitive situations.
- You bring outstanding organisational skills and resilience in fast-paced environments, alongside a collaborative approach to solving complex problems.
- Most importantly, you're someone who acts with integrity and fairness, with a genuine commitment to ensuring resident voices directly shape and improve our services.
Why join us
At RBKC, we're all in – investing in our people, our communities and our future. You will join a highly supportive and collaborative team that works across departments to achieve meaningful outcomes. This role offers a unique opportunity to gain broad exposure across two London local authorities, working closely with senior leaders, operational managers, elected members and external organisations. We offer continuous learning, professional development opportunities and competitive benefits to help you thrive in your career.
About Us
Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places. Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough. As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence. We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.
In this role, being 'all in' means getting stuck into complex casework and handling sensitive resident feedback with care and diligence. Navigating tight deadlines and challenging situations won't always be smooth sailing, but every ounce of effort pays off when resident feedback leads to lasting service improvements and opportunities for growth.
Position and Interview Details
This role will require a standard DBS check. Interviews will take place W/C 14/09/26.
Working Style
You'll be based in the Borough for three days a week, playing a key role in serving the local community. Whether you're working in the office or remotely, you'll be part of a dedicated team improving resident experiences across two London boroughs.
We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants. We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community. We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible. We are committed to fair, transparent, and consistent pay practices. New hires will start at the minimum of the advertised salary range. Employees receive annual salary increases until they reach the top of the pay scale. In addition, employees will receive any agreed cost of living pay rises.
Customer Relationship Officer employer: ROYAL BOROUGH OF KENSINGTON AND CHELSEA
The Royal Borough of Kensington and Chelsea is an exceptional employer, offering a dynamic work environment where community engagement and consumer protection are at the forefront. Employees benefit from a supportive culture that prioritises professional development and collaboration, ensuring that you can grow your skills while making a meaningful impact in safeguarding consumers and promoting fair trade within the borough.
Contact Details:
ROYAL BOROUGH OF KENSINGTON AND CHELSEA Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ROYAL BOROUGH OF KENSINGTON AND CHELSEA. 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 ROYAL BOROUGH OF KENSINGTON AND CHELSEA 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
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 ROYAL BOROUGH OF KENSINGTON AND CHELSEA:Your cover letter is your chance to shine! Tell us why you want to work at ROYAL BOROUGH OF KENSINGTON AND CHELSEA 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 ROYAL BOROUGH OF KENSINGTON AND CHELSEA!
How to prepare for a job interview at ROYAL BOROUGH OF KENSINGTON AND CHELSEA
✨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.
