London Borough of Camden
Customer Relationship Officer - Switchboard & Exception Line Payments
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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 the 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. Your Team Manager/Performance Coaches will hold regular coaching conversations with you to support you in improving the quality of your customer conversations.
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For more information, please refer to the job profile by clicking on the below link: http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/11817398/file/document?inline
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 in 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.
We’re looking for someone who has excellent customer service skills and previous experience of working in an omni-channel customer service environment.
If you feel you can demonstrate the skills, knowledge, and behaviors outlined above, then we would love to hear from you.
For more information regarding this role, please refer to the job profile.
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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.
Visit www.camdenjobs.co.uk/staff-benefits for more details of our excellent benefits 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 organization 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 remain at the heart of everything we do.
To discover more about Camden and our commitment towards diversity, equality, and safeguarding, please visit https://www.camdenjobs.co.uk/inclusion-and-diversity.
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 on 020 7974 6655, at resourcing@camden.gov.uk, or post to 5 Pancras Square, London, N1C 4AG.
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