At a Glance
- Tasks: Lead on complex adult social care complaint investigations and liaise with customers.
- Company: Join Sandwell Metropolitan Borough Council, a supportive and community-focused organisation.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Work in a dynamic environment with a focus on customer insight and feedback.
- Why this job: Make a real difference in people's lives while developing your communication and analytical skills.
- Qualifications: Minimum of 2 GCSEs including English at A*-C; strong communication and organisational skills.
The predicted salary is between 37280 - 41771 £ per year.
An excellent opportunity has become available for a Customer Insight & Complaints Officer – Adult Social Care based within the Customer Insight Team in the Assistant Chief Executives Directorate. Competent individuals with excellent communication skills both written and verbal along with a keen eye for attention to detail are sought to undertake customer liaison and lead on complex adult social care complaint investigation cases in line with the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
The role involves agreeing complaint action plans with complainants or their representatives, conducting interviews, analysing documentation and data to produce written responses within agreed timescales therefore you will need to be observant and organised with good time management skills.
Successful candidates will be required to assist in the collection and preparation of documentation required to respond to Subject Access Requests, Ombudsman enquiries and complaints and to assist the Customer Insight Manager and Customer Feedback Co-ordinator in the administration of Adult Social Care feedback.
A minimum of 2 GCSE’s (or equivalent) which must include English language at A*-C.
Please note this is a hybrid role with the expectation that you will work a minimum of 3 full days in the office.
Should you have any queries or wish to have an informal discussion about the opportunity please do not hesitate to contact Debbie Lynch via e-mail.
TO APPLY Please send a CV and supporting document, outlining how you meet the criteria, to Debbie Lynch.
Company: Sandwell Metropolitan Borough Council
Salary: Band F, SCP 26-31 (£37,280- £41,771 per annum)
Location: Sandwell, West Midlands
Sector: Corporate Services, Administration, Communications
Job Role: Officer
Customer Insight & Complaints Officer employer: Kirklees Metropolitan Council
Sandwell Metropolitan Borough Council is an exceptional employer that prioritises employee well-being and professional development within a supportive work culture. As a Customer Insight & Complaints Officer, you will benefit from a competitive salary, flexible hybrid working arrangements, and opportunities for growth in the public sector, all while making a meaningful impact on the community in Sandwell, West Midlands.
Contact Details:
Kirklees Metropolitan Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight & Complaints Officer
✨Tip Number 1
Get to know the company! Research Sandwell Metropolitan Borough Council and their values. This will help you tailor your approach during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since this role requires excellent verbal and written communication, consider doing mock interviews with friends or family to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your attention to detail! Prepare examples from your past experiences where you've successfully managed complex situations or complaints. This will demonstrate your ability to handle the responsibilities of the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen on joining the team at Sandwell.
We think you need these skills to ace Customer Insight & Complaints Officer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Insight & Complaints Officer role. Highlight your communication skills and any relevant experience in handling complaints or customer feedback. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain how your background aligns with the job description. Be specific about your attention to detail and time management skills, as these are key for this role. Remember, we love a personal touch!
Showcase Relevant Experience:When outlining how you meet the criteria, focus on your experience with adult social care or similar fields. If you've dealt with complex complaints before, share those stories! We’re looking for candidates who can demonstrate their ability to handle challenging situations.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re serious about joining our team at StudySmarter. We can’t wait to hear from you!
How to prepare for a job interview at Kirklees Metropolitan Council
✨Know Your Stuff
Make sure you understand the role of a Customer Insight & Complaints Officer inside out. Familiarise yourself with the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. This will not only help you answer questions confidently but also show your genuine interest in the position.
✨Showcase Your Communication Skills
Since excellent communication is key for this role, prepare examples that highlight your written and verbal skills. Think about times when you successfully resolved complaints or communicated complex information clearly. Practising these scenarios can really help you shine during the interview.
✨Demonstrate Attention to Detail
Given the nature of the job, being observant and organised is crucial. Bring along examples of how you've managed documentation or data analysis in previous roles. You could even mention specific tools or methods you used to stay organised and meet deadlines.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the challenges faced in adult social care, or how success is measured in this role. This shows you're not just interested in the job, but also in how you can contribute to the team's success.
