Customer Services Officer (L2Z2)

Job Capsule Supplementary Information: Customer Service Officer (Level Two)

This supplementary information for Customer Service Officer (level two) and is for guidance and must be used in conjunction with the Job Capsule for Customer Service Level Two

Job Family: Customer Service Job Zone: Two Level: Two

Role Purpose: Represent the Council by providing the first point of contact with customers, providing advice and applying sound judgement in assessing their needs across all service areas and resolving their query directly or referring them where a detailed consultation is required.

Example outcomes or objectives that this role will deliver:

Has a high level of customer services experience Is multi-skilled and has good/ excellent knowledge of the majority of services within their core group e.g. people, place and business ?   Is able to deliver high quality services across a number of core service areas Is able to work seamlessly across a number of customer service access channels, telephony, face to face, processing, correspondence and web Is able to move across services and channels to respond proactively to changes in customer demand Is able to make high quality decisions on the frontline to ensure that enquires are resolved at the first point of contact Is able to manage complex cases and case-work with high skill level Is able to contribute to service improvements through ideas and participating in projects as required Is able to provide support to entry level and other experienced CSO�s

People Management Responsibilities: None

Relationships; Liaise with Customer Service Officers, Team Leaders, Heads of Service and L&D colleagues; Partnerships are mainly internal

Work Environment: The job is office based at Contact Camden�s Contact Centre located at Cressy Rd. Travel to King�s Cross offices, Holmes Road and other sites might be required.

Technical Knowledge and Experience: ( E.g. qualifications that are essential for the role and / or examples of the experience role holders would be expected to have in order to succeed in the role)

Maintain awareness of service changes and developments across the Council Adjusting to a changing work environment Familiar with at least 2/4 service clusters and the customer access processes and systems they employ Understanding of key aspects of integrated service delivery and links between front line and professional service areas Desirable � general understanding of relevant public service mandates � e.g. customer focus, personalisation, safeguarding etc

Camden Core Behaviours � identify the level relevant to role for the 5 Camden core behaviours: Customer Service Adaptability Drive improvement Work together

Camden Additional Behaviours � identify one or two relevant additional behaviours with the appropriate level for this role:  Analysis and judgement

Structure Chart � please insert or attach an up to date structure chart showing this role (Please refer to consultation paper)