At a Glance
- Tasks: Investigate customer complaints and ensure high-quality waste services for local communities.
- Company: Join a supportive council team dedicated to community improvement.
- Benefits: Competitive salary, flexible working, and opportunities for personal development.
- Other info: Inclusive workplace that values diversity and promotes wellbeing.
- Why this job: Make a real difference in your community while developing your skills.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 43149 - 43149 £ per year.
Are you passionate about delivering excellent customer service and making a real difference to local communities? We are looking for a proactive and customer focused Customer Complaints Officer to join our Waste Client Team. This is an exciting opportunity to play a key role in ensuring residents receive high quality waste and cleansing services while helping to drive continuous service improvement across the borough.
About the role
- Investigate complex customer enquiries and complaints, identifying solutions and ensuring timely responses.
- Conduct site visits across the borough to gather evidence and support complaint investigations.
- Prepare high-quality written responses for residents, elected members and other stakeholders.
- Manage a varied caseload while meeting performance targets and deadlines.
- Analyse complaint trends and identify opportunities for service improvement.
- Maintain accurate records using CRM systems and other databases.
- Work collaboratively with contractors, colleagues and partners to improve customer outcomes.
About you
- Experience working within a customer service environment.
- Excellent communication skills, both written and verbal.
- Experience investigating issues and resolving customer concerns.
- Strong analytical skills with the ability to interpret and report on complex information.
- Experience using Microsoft Office applications, particularly Excel and Word, and working with CRM based systems.
- The ability to work independently, manage competing priorities and meet challenging deadlines.
- A commitment to delivering outstanding customer service and continuous improvement.
What we offer
Working for the Council offers a rewarding career where you can make a positive impact on local communities. We are committed to supporting our employees through learning and development opportunities, flexible working arrangements and a culture that promotes wellbeing, equality, diversity and inclusion.
Important Information
This role requires regular travel across the borough and attendance at Council sites and our partner contractor depot. A full, clean driving licence and access to a vehicle are essential requirements of the post.
We are proud to be an inclusive employer and welcome applications from all sections of the community. We are committed to creating a workforce that reflects the diverse communities we serve.
Using the Council's values and behaviours as a framework, we will support you to achieve your full potential while delivering excellent services to our residents.
To be considered for this role, please submit a CV and supporting statement.
We reserve the right to close this vacancy early should a high number of applications be received. Applicants are therefore strongly encouraged to apply as soon as possible.
If you are an internal candidate and currently at risk, please let the recruiting manager know. We place equality, diversity and inclusion at the core of who we are and how we lead, where every voice matters. At Sandwell, we recognise and value the richness that comes from diverse lived experiences, perspectives, backgrounds and identities. This diversity makes us a stronger and more effective council. We welcome applications from all backgrounds and are committed to building a workplace where everyone feels they belong, are treated fairly and have the opportunity to thrive. Creating an environment where colleagues feel respected, supported and able to contribute fully is central to our culture and the way we work.
Customer Complaints Officer in Oldbury employer: Sandwell Council Careers
Sandwell Council is an exceptional employer that prioritises the well-being and development of its employees. With a strong commitment to equality, diversity, and inclusion, the council fosters a supportive work culture where every voice is valued. Employees benefit from competitive remuneration, excellent benefits, and opportunities for professional growth, all while making a meaningful impact on the community in a hybrid working environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Officer in Oldbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sandwell Council Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sandwell Council Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Complaints Officer in Oldbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sandwell Council Careers:Your cover letter is your chance to shine! Tell us why you want to work at Sandwell Council Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sandwell Council Careers!
How to prepare for a job interview at Sandwell Council Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
