The Royal Borough of Kensington & Chelsea is entirely focused on meeting the needs of our local community. We put people at the heart of every decision, and we listen and act when things haven’t gone as planned, or when our community needs us to action something that is important to them.

This commitment to customer service is vital to our friendly colleagues, and it is against this backdrop that you could find the most interesting challenge of your career. 

The Role:

Working collaboratively with the Contact Centre team, you will ensure that the switchboard operations are delivering an exceptional service to everyone who gets in touch. Building bridges with a wealth of service areas (ranging from Environmental Services through to Adult Social Care), you will ensure that the team can help our residents and businesses with a huge array of needs.

Making sure the most appropriate solutions are provided quickly and efficiently, you will nurture the determination to ensure that the customer always feels that they have been provided with a truly engaging level of support. 

We will therefore expect you will ensure all communications are empathetic and helpful, whether through emails, digital platforms, or on the phone, and you will ensure personal data is being handled in line with legislation, and with sensitivity and respect.

Please refer to the Job Description for more information.

About You:

This is a great opportunity to join an experienced team who pride themselves on delivering high standards. To be equal to the challenge, you will therefore have significant customer service skills, with experience of working in a busy contact centre environment. 

Coming from a similarly complex customer-focused setting, you will ideally have experience in handling inquiries, resolving issues, and providing information to the public. You will understand how to build relationships with other teams to ensure a seamless service is always provided. 

Constantly looking for ways in which you can improve and deliver exceptional service, you will be a self-motivated, collaborative, and innovative individual who knows how to handle and diffuse customer concerns. Good verbal and written communication skills are essential, and you will excel at presenting information and ideas clearly and effectively to a variety of audiences.

To apply please click the Apply Now link below.