Customer Feedback Lead (Hybrid)

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

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.