Job vacancy details
| Employer | Camden Council | Reference | LBC3062 |
|---|---|---|---|
| Published | Fri 15/11/2013 11:54 AM | Closing Date | Sun 01/12/2013 23:59 PM |
| Working Pattern | Full Time, Permanent position | Hours | 36 |
| Salary | £33,436 | DBS Check | No |
| Location | WC1H 8NP | ||
Position: Permanent, Full Time 36 hours per week
Salary: No rmal starting salary of £33,436 + 25 days leave (27 after 5 years’ service)
A high performance culture is essential to the delivery of first class services to our residents, businesses and visitors to the borough. We recognise and reward high performance and salary progression is based on individual performance.
We are seeking a number of Customer Insight and Improvement Officers to work in the Contact Camden division within the council which manages our customer services.
The post holders will demonstrate and understand customers and internal service needs by using various insight mechanisms. This will be achieved by engaging directly with customers and frontline staff, to ensure new and innovative solutions are implemented to improve all channels of contact for residents, businesses and visitors to the borough.
This will be a hugely varied and exciting role that will require excellent communication skills with the ability to liaise and/or negotiate with both internal and external stakeholders whilst understanding political sensitivities.
The role will allow the successful candidate to be creative, and will show innovation while seeing through changes from beginning to end thus being able to influence and improve the way we deliver our services to our customers with a focus on improving our online service.
Contact Camden represents the first point of contact for the majority of our customers so the abitlty to understand how the Council works as a whole will be invaluable to making future career choices and will provide the successful candidate with transferable skills both operationally and strategically.
The successful candidate will have experience of project planning and will be able to demonstrate the ability to provide excellent customer service skills with a real desire to improve the customer experience for customers contacting the Council.
Contact Camden is a 24 hours a day 7 days a week service so occassionally out of hours work will be required.
Key Requirements
- Awareness of cultural change and service improvement
- Understanding of front-line customer access improvements
- Project management and business process review skills
- Understanding of the role of ICT in supporting service improvement initiatives and other ICT dependencies
- Experience of designing and delivering high profile service improvement initiatives
- Experience of liasing with senior managers
Desirable
- Experience of content management of web and CRM knowledge
How to apply :
To apply for this job please follow the “Apply for this job” link. As part of the application form you will be asked to explain how you meet the key requirements for this role listed in the advert.
When explaining how you meet each of the requirements, please give examples that clearly demonstrate your skills, knowledge and experience.
When writing your examples give a brief description of the situation or task but focus on the actions you took and the result of your actions.
Closing date for applications: Sunday 1st December 2013,23.59
When explaining how you meet each of the requirements, please give examples that clearly demonstrate your skills, knowledge and experience.
When writing your examples give a brief description of the situation or task but focus on the actions you took and the result of your actions.
Closing date for applications: Sunday 1st December 2013,23.59
Interviews to be held: TBC
Please quote reference: LBC3062
For further information about this role, please refer to the Job Capsule
Equal Opportunities
Camden Council values the diversity of its community and aims to have a workforce that reflects this. We therefore encourage applications from all sections of the community.
Camden has a strong flexible working ethos and believes in focusing on outcomes. Through taking this approach we welcome flexible working including a commitment to regular home working with technology to support this, job sharing and part time arrangements
Camden is committed to safeguarding and promoting the welfare of children and young people and vulnerable adults and expects all staff and volunteers to share this commitment
Application Options
Other Attributes
- Keywords: customer, service
- Sector: Local Government
- Occupation: Customer Services
- Location: Camden
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