Customer Feedback Coordinator

Sandwell Local Area Partnership; Black Lake; Hybrid; GBP 44,000 - 50,000; Full time

Job summary

Sandwell Council in the West Midlands is recruiting a Customer Feedback Coordinator to oversee and monitor customer feedback across the organisation, ensuring it meets customer expectations. You will lead a small team and drive service improvements.

The role requires at least 3 years in a customer service environment dealing with complaints investigations, liaison with the Ombudsman, MPs, and delivering a responsive resolution service.

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 and monitor customer feedback within the organisation to ensure it meets our customers' expectations.
• Lead a small team and allocate workloads to deliver timely resolutions.
• Liaise with the Ombudsman and handle MP enquiries as part of the feedback process.
• Share insights from feedback to inform service improvements across the council.
• Demonstrate strong negotiating and problem-solving skills when assessing complex information.

Skills

Customer service

Complaint handling

Team leadership

Communication skills

Problem solving

Job description

Customer Feedback Coordinator

Sandwell Council View all jobs

• Sandwell, West Midlands


• £44,253-49,817 per year


• Permanent


• Full-time

10 hours ago

This is an exciting opportunity to join the Customer Feedback Team with the ACE Directorate as a Customer Feedback Coordinator, taking responsibility for 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 individual who possess strong negotiating and problem-solving skills with the ability to understand and assess complex information.

Experience will include:

• 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.

If you are passionate about making a difference and have the drive to deliver a quality, customer focused service we would like to hear from you.

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

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