Customer Insight and Complaints Officer

We Manage Jobs(WMJobs); West Midlands; On-site; GBP 60,000 - 80,000; Full time

Job summary

A local authority organization is seeking a Customer Insight & Complaints Officer for Adult Social Care within the Customer Insight Team. The successful candidate will manage complex complaint investigations, requiring excellent communication and organizational skills. Applicants need a minimum of 2 GCSEs, including English. The role includes liaising with complainants and analyzing data to produce written responses. This is an excellent opportunity to make a real difference in social care services.

Qualifications

• Competent individuals with excellent written and verbal communication skills are sought.
• Must have a keen eye for attention to detail and good organizational skills.

Responsibilities

• Assist in collecting and preparing documentation for complaints.
• Lead on complex adult social care complaint investigation cases.
• Conduct interviews and analyze documentation.

Skills

Excellent communication skills

Attention to detail

Time management skills

Organizational skills

Education

Minimum of 2 GCSEs including English

Job description

Overview

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.

Responsibilities

Assisting in the collection and preparation of documentation required to respond to Subject Access Requests, Ombudsman enquiries and complaints, and cooperating with the Customer Insight Manager and Customer Feedback Co‑ordinator in the administration of Adult Social Care feedback.

Qualifications

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

Contact

For informal discussion or to apply, please contact Debbie Lynch via e-mail – [e-mail]. If you have a disability and require assistance, or have experienced a problem whilst applying, contact the Resourcing Team on 0121 569 3300 or via e-mail to [e-mail].

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.

Additional Information

For more information about working for Sandwell Council, our recruitment process, and our offer to you, please visit https://www.sandwell.gov.uk/counciljobs.

Find out more about our One Team Framework: Values and Behaviours: https://www.sandwell.gov.uk/WeAreSandwell/asc/working-adult-social-care