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- Tasks: Engage with customers and lead investigations into adult social care complaints.
- Company: Join a dedicated team within the Assistant Chief Executives Directorate focused on improving social care services.
- Benefits: Enjoy a structured work environment with opportunities for professional growth and development.
- Why this job: Make a real impact by helping to resolve complaints and enhance customer experiences in social care.
- Qualifications: Minimum of 2 GCSEs, including English language at A*-C; strong communication skills required.
- Other info: Flexible working hours with a supportive team culture; apply early as positions may close quickly.
The predicted salary is between 28800 - 43200 £ 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.
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 – Debbie_lynch@sandwell.gov.uk
Hours:-
37 hours per week
We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications. Therefore, you are strongly advised to complete and return your application as soon as possible. When completing your application please refer to the supporting documents attached.
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Customer Insight and Complaints Officer employer: Sandwell Council
Contact Detail:
Sandwell Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insight and Complaints Officer
✨Tip Number 1
Familiarise yourself with the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. Understanding these regulations will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Practice your communication skills by engaging in mock interviews or discussions about customer service scenarios. This will help you articulate your thoughts clearly and show your ability to handle complex complaints effectively.
✨Tip Number 3
Gather examples from your past experiences where you've successfully managed complaints or provided customer insights. Be ready to discuss these during any informal chats or interviews, as they can highlight your relevant skills.
✨Tip Number 4
Network with professionals in the adult social care sector. Connecting with individuals who are already in similar roles can provide valuable insights and may even lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace Customer Insight and Complaints Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements. Pay special attention to the skills needed, such as communication and attention to detail, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service, complaint handling, or social care. Use specific examples that demonstrate your skills in communication and organisation, as these are crucial for the role.
Craft a Strong Cover Letter: Write a compelling cover letter that addresses why you are interested in the position and how your background makes you a suitable candidate. Mention your ability to manage complaints and your understanding of the regulations mentioned in the job description.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that your writing is clear and concise. This reflects your attention to detail, which is essential for the role.
How to prepare for a job interview at Sandwell Council
✨Showcase Your Communication Skills
As a Customer Insight and Complaints Officer, strong communication skills are essential. Be prepared to demonstrate your ability to articulate thoughts clearly, both verbally and in writing. Consider sharing examples from your past experiences where effective communication made a difference.
✨Highlight Attention to Detail
This role requires a keen eye for detail, especially when analysing documentation and data. During the interview, mention specific instances where your attention to detail has helped resolve issues or improve processes. This will show that you understand the importance of accuracy in this position.
✨Discuss Time Management Strategies
Given the need to produce written responses within agreed timescales, it's crucial to demonstrate your time management skills. Share how you prioritise tasks and manage deadlines effectively, perhaps by discussing a time when you successfully handled multiple responsibilities.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions related to handling complaints and conducting interviews. Prepare by thinking through potential situations you might face in the role and how you would approach them. This will help you convey your problem-solving abilities and readiness for the challenges of the job.