Customer Relationship Manager

Starting Salary: £43,004
Job Level: Level 4, Zone 1
Work Location: 5 Pancras Square                                                                    
Hours per week: 36 Hours
Contract Type: Permanent, Full Time
Closing date: Sunday 09 June 2024; 23:59
Interviews to be held: TBC
Alternative flexible working options available/open to discussion

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.

** AGENCY STAFF, PLEASE CLICK HERE TO APPLY - Please do not click on the Apply Now tab at the bottom of this page as your application will not be considered. **

Previous applicants need not apply! 

About us

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

You will be leading a team who are providing the first point of contact through multiple channels. You will play an integral role building positive relationships and working in a relational way with our citizens, gathering feedback and having a solution-based approach.

You will be able to identify and feedback on the barriers our citizens face when accessing Council services and have great interpersonal skills and the emotional intelligence to meet the needs of the citizen across a variety of channels.

About You  

You will play a critical role in inspiring our staff to be the best that they can be for our customers. You will be accountable for line management and day to day performance of staff within your team.

You will balance quality and quantity effectively, leading development interventions at a team and individual level to meet standards.

You will be able to analyse information and identify appropriate solutions including collaborating with stakeholders to remove and barriers for both staff and citizens, working to continuously improve our services. 

You will analyse incoming contacts across multiple channels and proactively direct our demand in real time to achieve the highest levels of performance. 

You will monitor calls and other contact methods, seeking opportunities to improve individual and team performance. You will develop a good understanding of the services you oversee, updating our knowledge base and other relevant systems with changes to services/legislation and campaigns. 

Previous knowledge and experience of working within a Contact Centre environment would be desirable.

If you feel you can demonstrate the skills, knowledge and behaviours outlined above then we would love to hear from you.

For more information regarding this role please refer to the job profile.

Working for Camden

We’re ready to welcome your ideas, your views, and your rebellious spirit. Help us redefine our corporate services, and we’ll redefine what a career can be.

At Camden, you’ll receive a host of benefits as well as joining a flexible working employer. Click HERE to see full details of our benefits.

Additional information

To view the Job Profile, please click HERE  or if you are unable to open please click on the below link:

http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/10484214/file/document?inline

To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the role criteria noted in the Job Profile under the “About You” section.

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 recruitment website

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 on 020 7974 6655, at resourcing@camden.gov.uk or post to 5 Pancras Square, London, N1C 4AG.