At a Glance
- Tasks: Lead investigations into adult social care complaints and liaise with customers.
- Company: Sandwell Metropolitan Borough Council, committed to community welfare.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Join a supportive team focused on improving adult social care services.
- Why this job: Make a real difference in people's lives by resolving their concerns.
- Qualifications: Minimum of 2 GCSEs, including English, with strong communication skills.
The predicted salary is between 30000 - 40000 € per year.
This role involves customer liaison and leading complex adult social care complaint investigations, agreeing complaint action plans with complainants or their representatives, conducting interviews, analysing documentation and data to produce written responses within agreed timescales. The officer will also assist in preparing documentation for Subject Access Requests, Ombudsman inquiries, and complaints, and support the Customer Insight Manager and Customer Feedback Co‑ordinator with adult social care feedback administration.
Responsibilities
- Conduct customer liaison and lead on complex adult social care complaint investigations.
- Agree on complaint action plans with complainants or their representatives.
- Conduct interviews and analyse documentation and data.
- Produce written responses within agreed timescales.
- Assist in the collection and preparation of documentation for Subject Access Requests.
- Assist in the preparation of documentation for Ombudsman enquiries and complaints.
- Support the Customer Insight Manager and Customer Feedback Co‑ordinator in administering adult social care feedback.
Qualifications
- A minimum of 2 GCSEs (or equivalent), including English language at A*-C.
- Excellent communication skills, both written and verbal.
- Attention to detail and strong organisational skills.
- Good time‑management skills.
Working Arrangement
This is a hybrid role, requiring a minimum of 3 full days in the office.
Customer Insight & Complaints Officer in Oldbury employer: WMJobs
Sandwell Metropolitan Borough Council is an exceptional employer that prioritises employee development and community impact. With a supportive work culture, this role offers the opportunity to engage directly with the public, ensuring that adult social care services are responsive and effective. Employees benefit from a hybrid working arrangement, fostering a healthy work-life balance while contributing to meaningful improvements in local governance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight & Complaints Officer in Oldbury
✨Tip Number 1
Network like a pro! Reach out to people in the adult social care sector, especially those who work at Sandwell Metropolitan Borough Council. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by brushing up on your customer service skills. Think of examples where you've successfully handled complaints or resolved issues. We want to see how you can bring that experience to the table!
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you would approach analysing documentation and data for complaint investigations. We love candidates who can think critically and provide solutions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who are eager to make a difference in adult social care.
We think you need these skills to ace Customer Insight & Complaints Officer in Oldbury
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Insight & Complaints Officer. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since excellent communication is key for this role, use your written application to demonstrate your ability to convey information clearly and effectively. We love seeing strong examples of your written communication!
Attention to Detail is Key:Pay close attention to the details in your application. Typos or formatting issues can distract from your qualifications. We appreciate a polished application that reflects your organisational skills!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at WMJobs
✨Know Your Stuff
Make sure you understand the ins and outs of adult social care complaints. Familiarise yourself with common issues and how they are resolved. This will help you demonstrate your knowledge during the interview and show that you're genuinely interested in the role.
✨Practice Your Communication Skills
Since excellent communication is key for this position, practice articulating your thoughts clearly. You might want to do mock interviews with a friend or family member, focusing on how you would handle customer complaints and liaise with different stakeholders.
✨Be Detail-Oriented
Highlight your attention to detail by preparing examples of how you've successfully managed complex information in the past. Bring up specific instances where your organisational skills made a difference, especially in time-sensitive situations.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This shows your enthusiasm for the role and helps you gauge if the company culture aligns with your values. Consider asking about the team dynamics or how success is measured in this role.
