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.
Hybrid Insight & Complaints Officer — Adult Social Care employer: Kirklees Metropolitan Council
Sandwell Metropolitan Borough Council is an exceptional employer that prioritises employee development and well-being within a supportive work culture. Located in the heart of Sandwell, West Midlands, the council offers competitive salaries, flexible hybrid working arrangements, and opportunities for professional growth, making it an ideal place for individuals seeking meaningful and impactful careers in public service.
Contact Details:
Kirklees Metropolitan Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Insight & Complaints Officer — Adult Social Care
✨Tip Number 1
Network like a pro! Reach out to people in the Adult Social Care sector on LinkedIn or at local events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer insight and complaints handling. We suggest role-playing with a friend to boost your confidence and refine your answers. Remember, showing your communication skills is key!
✨Tip Number 3
Research the company and its values before your interview. We want you to demonstrate how your skills align with their mission in Adult Social Care. This shows you’re genuinely interested and ready to contribute!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we often have exclusive roles listed there that you won’t find anywhere else. Get on it!
We think you need these skills to ace Hybrid Insight & Complaints Officer — Adult Social Care
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of Hybrid Insight & Complaints Officer. Highlight your communication skills and any relevant experience in customer service or complaint handling. We want to see how you fit into our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain how your skills and experiences align with the job description. Be specific about your attention to detail and time management skills, as these are key for this role.
Showcase Relevant Experience:When outlining how you meet the criteria, focus on your past experiences that relate to adult social care or similar fields. We love seeing examples of how you've successfully handled complaints or conducted investigations.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the process smoother for everyone involved.
How to prepare for a job interview at Kirklees Metropolitan Council
✨Know Your Stuff
Make sure you understand the ins and outs of adult social care and the specific regulations mentioned in the job description. Brush up on the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, as this will show your commitment and knowledge during the interview.
✨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've successfully handled complaints or complex situations, and be ready to discuss how you approached them.
✨Demonstrate Attention to Detail
This position requires a keen eye for detail, so be prepared to discuss how you ensure accuracy in your work. Bring examples of how you've managed documentation or data analysis in the past, and explain your process for staying organised and meeting deadlines.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, the types of complaints you might handle, or how success is measured in this role. This shows your genuine interest and helps you gauge if the position is the right fit for you.
