Customer Complaints Investigator & Service Improvement

Wmjobs; Oldbury; On-site; GBP 39,000 - 43,000; Full time

Job summary

Sandwell Council is seeking a customer-focused professional to join the Waste Client Team within the Neighbourhoods Directorate. You will handle complex enquiries, investigate complaints, gather evidence on-site across the borough and prepare high-quality written responses.

You will manage a varied caseload to meet targets, analyse complaint trends, maintain accurate CRM records, and work with contractors to improve customer outcomes.

Qualifications

• Experience in a customer service environment.
• Excellent written and verbal communication.
• Experience investigating issues and resolving customer concerns.
• Strong analytical skills with ability to interpret complex information.
• Proficient in Excel and Word; CRM experience.

Responsibilities

• 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.

Skills

Customer service

Communication skills

Issue investigation

Analytical thinking

CRM systems experience

Microsoft Excel

Time management

Tools

CRM software

Excel

Job description

Sandwell Council is seeking a customer-focused professional to join the Waste Client Team within the Neighbourhoods Directorate. You will handle complex enquiries, investigate complaints, gather evidence on-site across the borough and prepare high-quality written responses.

You will manage a varied caseload to meet targets, analyse complaint trends, maintain accurate CRM records, and work with contractors to improve customer outcomes.