Customer Feedback & Complaints Lead (Hybrid)

Sandwell; Oldbury; Hybrid; GBP 32,000 - 43,000; Full time

Job summary

ACE Directorate is seeking a Customer Feedback Coordinator to oversee the overview and monitoring of customer feedback within the organisation to ensure it meets our customer’s expectations. The successful candidate will be proactive, highly motivated and enthusiastic with strong negotiating and problem-solving skills, able to understand and assess complex information.

Hours - 37 hours per week, hybrid working, minimum of 3 days in the office.

Qualifications

• Minimum of 3 years’ experience of working within a Customer Service environment dealing with complaints investigation within Childrens Social Care and Corporate Complaints.
• Provide a professional and responsive complaints resolution service to the residents of Sandwell.
• Liaise with the Ombudsman and manage MP enquiries.
• A key part of the role is to share insights from complaints across the council to help inform, shape and improvement future service delivery.
• Responsible for leading and managing a small team and allocating workloads.
• Well organised with a positive and flexible approach to working under pressure and adapting to changing priorities and work demands.
• Outstanding communication and interpersonal abilities with the capacity to empathise and manage sensitive situations, with tact, diplomacy and understanding.

Responsibilities

• Oversee the overview and monitoring of customer feedback to ensure it meets expectations.
• Lead and manage a small team and allocate workloads.
• Liaise with the Ombudsman and handle MP enquiries.
• Share insights from complaints to inform service improvement and delivery.

Skills

Customer service

Complaints handling

Team leadership

Job description

ACE Directorate is seeking a Customer Feedback Coordinator to oversee the overview and monitoring of customer feedback within the organisation to ensure it meets our customer’s expectations. The successful candidate will be proactive, highly motivated and enthusiastic with strong negotiating and problem-solving skills, able to understand and assess complex information.

Hours - 37 hours per week, hybrid working, minimum of 3 days in the office.