Customer Relationship Coach

Job description

Starting Salary: £36,141
Job Level: Level 3, Zone 1
Work Location: 5 Pancras Square                                                                    
Hours per week: 36 Hours
Contract Type: Permanent, Full Time
Closing date: Sunday 9th 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 a key point of contact for our Customer Relationship Officers, helping them to develop their call handling skills. You will help identify and fill any gaps in the team, working closely with the Customer Relationship Managers and Operations Manager. You will become a service matter expert in the services you support, becoming the first point of contact for our teams.  

About You  

You will play a critical role in coaching our staff to be the best that they can be for our customers. You will coach and develop staff through coaching conversations and activities to help grow their knowledge and confidence, sharing best practice and helping staff to perform at their best.

You will be expected to maintain your skills as a call handler, by spending 50% of your time taking calls, giving you the credibility to inspire others and to keep yourself current with operational procedures and processes.

You will be involved in the quality monitoring process, dip sampling calls and providing feedback to colleagues.

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/10484219/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 [email protected] or post to 5 Pancras Square, London, N1C 4AG.