Customer Feedback Coordinator

Sandwell Metropolitan Borough Council; West Midlands; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Wmjobs is recruiting a Customer Feedback Coordinator to join the ACE Directorate, overseeing the overview and monitoring of customer feedback to meet our customers' 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 and lead a small team in a hybrid working environment.

Qualifications

• Minimum of 3 years’ experience of working within a Customer Service environment dealing with complaints investigation within Children’s Social Care and Corporate Complaints.
• Provide a professional and responsive complaints resolution service to residents.
• Liaise with the Ombudsman and manage MP enquiries.

Responsibilities

• Lead and manage a small team and allocate workloads.
• Share insights from complaints across the council to inform and improve service delivery.
• Be well organised with a positive and flexible approach under pressure and changing priorities.
• Demonstrate outstanding communication and interpersonal abilities with tact and diplomacy.

Skills

Customer service

Complaint handling

Team leadership

Negotiation

Problem solving

Communication

Job description

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