At a Glance
- Tasks: Lead complex adult social care complaint investigations and liaise with customers.
- Company: Join a supportive team within the Sandwell Local Authority.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Dynamic role with a focus on customer insight and feedback.
- Why this job: Make a real difference in people's lives while developing your communication skills.
- Qualifications: Minimum of 2 GCSEs including English at A*-C required.
The predicted salary is between 37280 - 41771 £ per year.
Salary: Band F, SCP 26-31 (£37,280- £41,771 per annum)
Expires: 02/06/2026
Location: Sandwell, West Midlands
Job Type: Full Time
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.
Responsibilities:
- 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 Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
- Agree on complaint action plans with complainants or their representatives, conduct interviews, analyse documentation and data to produce written responses within agreed timescales.
- Assist in the collection and preparation of documentation required to respond to Subject Access Requests, Ombudsman enquiries and complaints, and assist the Customer Insight Manager and Customer Feedback Co-ordinator in the administration of Adult Social Care feedback.
Qualifications:
- Minimum of 2 GCSEs (or equivalent) including English language at A*-C.
Working Arrangement:
Hybrid role with expectation to work a minimum of 3 full days in the office.
Application:
To apply, please send a CV and supporting document outlining how you meet the criteria to Debbie Lynch at Debbie_lynch@sandwell.gov.uk.
Customer Insight & Complaints Officer (Full Time) employer: New Start
Join a forward-thinking organisation in Sandwell, where your role as a Customer Insight & Complaints Officer will not only enhance your professional skills but also contribute to meaningful improvements in adult social care. With a supportive work culture that values communication and collaboration, you will have access to ongoing training and development opportunities, ensuring your career growth is a priority. Enjoy the flexibility of a hybrid working arrangement while making a real difference in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight & Complaints Officer (Full Time)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local events, or join online forums. The more connections we make, the better our chances of landing that Customer Insight & Complaints Officer role.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and complaint handling. We can even do mock interviews with friends or family to boost our confidence and refine our answers.
✨Tip Number 3
Showcase your communication skills! During interviews, be clear and concise when discussing your experiences. Remember, this role requires excellent verbal and written communication, so let’s demonstrate that from the get-go.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we often have exclusive roles listed there that you won’t find anywhere else.
We think you need these skills to ace Customer Insight & Complaints Officer (Full Time)
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 fit into our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about adult social care and how your skills align with the job. We love seeing genuine enthusiasm, so let your personality come through!
Showcase Attention to Detail:Since this role requires a keen eye for detail, make sure your application is free from typos and errors. We appreciate clarity and precision, so double-check everything before hitting send!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates. Let’s get your application rolling!
How to prepare for a job interview at New Start
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Insight & Complaints Officer. Familiarise yourself with the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. This will show that you're serious about the position and ready to tackle the responsibilities head-on.
✨Show Off Your Communication Skills
Since excellent communication is key for this role, prepare examples of how you've effectively communicated in past situations. Think about times when you’ve resolved complaints or liaised with customers. Practising these scenarios can help you articulate your experience clearly during the interview.
✨Attention to Detail is Key
Highlight your attention to detail by discussing specific instances where it made a difference in your work. Whether it was analysing data or preparing documentation, be ready to explain how your meticulous nature has led to successful outcomes in previous roles.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the team, the challenges they face, and how success is measured in this role. This not only shows your interest but also helps you gauge if the company is the right fit for you.
