At a Glance
- Tasks: Lead complex adult social care complaint investigations and liaise with customers.
- Company: Join a dedicated team within the Assistant Chief Executives Directorate.
- Benefits: Hybrid working, competitive salary, 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 by resolving complaints effectively.
- Qualifications: Minimum of 2 GCSEs including English at A*-C; strong communication skills required.
The predicted salary is between 30000 - 40000 £ 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 is required.
Please note this is a hybrid role with the expectation that you will work a minimum of 3 full days in the office.
Customer Insight & Complaints Officer employer: Sandwell Council
Join a forward-thinking organisation that values your contributions and prioritises employee development. As a Customer Insight & Complaints Officer in Adult Social Care, you will benefit from a supportive work culture that encourages collaboration and innovation, while also enjoying flexible hybrid working arrangements. With opportunities for professional growth and a commitment to making a positive impact in the community, this role offers a rewarding career path for those passionate about enhancing customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight & Complaints Officer
✨Tip Number 1
Network like a pro! Reach out to people in the adult social care sector on LinkedIn or at local events. We can’t stress enough how valuable personal connections can be when it comes to landing that Customer Insight & Complaints Officer role.
✨Tip Number 2
Prepare for those interviews! Brush up on your communication skills and practice answering common questions related to customer complaints and insight. We recommend using the STAR method to structure your responses – it’ll help you shine!
✨Tip Number 3
Showcase your attention to detail! During interviews, share examples of how you've successfully managed complex cases or handled complaints in the past. We want to see how observant and organised you are!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage with us directly.
We think you need these skills to ace Customer Insight & Complaints Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your relevant skills and experiences. We want to see how your background aligns with the role of Customer Insight & Complaints Officer, so don’t hold back on showcasing your communication skills and attention to detail!
Be Clear and Concise:When writing your application, clarity is key! Use straightforward language and get straight to the point. We appreciate well-structured responses that are easy to read, especially since you'll be producing written responses in the role.
Show Your Organisational Skills:Since this role involves managing complex cases and adhering to timescales, it’s important to demonstrate your organisational abilities. Share examples of how you’ve successfully managed multiple tasks or projects in the past.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Sandwell 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 verbal and written skills. Think about times when you successfully handled complaints or communicated complex information clearly. Practising these examples will help you articulate your experience confidently.
✨Demonstrate Attention to Detail
This role requires a keen eye for detail, so be ready to discuss how you've managed complex cases in the past. Bring along any relevant documentation or reports you've worked on to illustrate your organisational skills and ability to analyse data effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think through potential complaint situations you might face in this role and how you would handle them. This preparation will help you respond thoughtfully and demonstrate your capability to manage challenging situations.
