Customer Insight and Complaints Officer

Sandwell Council; Oldbury; On-site; GBP 30,000 - 40,000; Full time

Job summary

A local authority council is seeking a Customer Insight & Complaints Officer for the Adult Social Care team. The role involves leading investigations into complaints, conducting interviews, and ensuring timely responses. Candidates must have strong communication and organizational skills, as well as a minimum of 2 GCSEs including English. This is a full-time position based in Oldbury.

Qualifications

• Competent individuals with excellent written and verbal communication skills.
• Ability to undertake customer liaison and complex complaint investigations.
• Must be observant and organized with good time management.

Responsibilities

• Conduct interviews and analyze documentation for complaints.
• Lead complex adult social care complaint investigations.
• Assist in preparing documentation for Subject Access Requests.

Skills

Excellent communication skills

Attention to detail

Organizational skills

Time management

Education

Minimum of 2 GCSEs including English (A*-C)

Job description

An excellent opportunity has become available for a Customer Insight & Complaints Officer – Adult Social Care based within the Customer Insight Team in the Assistant Chief Executives Directorate.

Competent individuals with excellent communication skills both written and verbal along with a keen eye for attention to detail are sought to undertake customer liaison and lead on complex adult social care complaint investigation cases in line with the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

The role involves agreeing complaint action plans with complainants or their representatives, conducting interviews, analysing documentation and data to produce written responses within agreed timescales therefore you will need to be observant and organised with good time management skills.

Successful candidates will be required to assist in the collection and preparation of documentation required to respond to Subject Access Requests, Ombudsman enquiries and complaints and to assist the Customer Insight Manager and Customer Feedback Co-ordinator in the administration of Adult Social Care feedback.

A minimum of 2 GCSE’s (or equivalent) which must include English language at A*-C.

Should you have any queries or wish to have an informal discussion about the opportunity please do not hesitate to contact Debbie Lynch via e-mail – [e-mail]

Hours:-

37 hours per week

We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications. Therefore, you are strongly advised to complete and return your application as soon as possible. When completing your application please refer to the supporting documents attached.