Description Our local government clients in Camden, London, are seeking a Customer Services Contact Officer to contact residents who need financial support due to the cost-of-living crisis. The services operate Monday to Friday during office hours. Working as part of a wider team within Customer Services, making and receiving telephone calls, sending texts and emails, providing daily updates on case progress, inputting data into local and national systems, and providing follow-up contact and research as needed. The role will be supported by full online training on call handling, procedures and technical information. The role can be performed remotely or from an office-based location. Responsibilities Following the call handling procedures for making and recording calls Make contact with allocated cases. Input all gathered data into local and national systems. Completing internal case reporting forms. Complete data return requirements. Prioritising lists of new cases and ongoing cases. Allocating cases. Deals with customer queries and supports customers with accessibility requirements as appropriate. Highlights any high-risk or safeguarding concerns identified during contact. Attends regular contact tracing meetings. Qualifications Essential GCSE Grade (or equivalent) in English Language and Mathematics. NVQ Level Customer Service qualification or equivalent level of experience Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM. Criteria for Shortlisting