Hybrid Customer Insights & Complaints Lead

Sandwell Metropolitan Borough Council; West Midlands; Hybrid; 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

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.