Customer Complaints Offer

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

Waste Client Team

Neighbourhoods Directorate

Grade/Salary: Band F, SCP 26-31 (£38,510 - £43,149 per annum)

37 Hours per Week

Are you passionate about delivering excellent customer service and making a real difference to local communities?

About the role

You will:

• 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

• We are looking for someone who has:
• 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.

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.

One Team | Customer Focused | Inclusive | Ambitious | Accountable

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.

#WeAreSandwell