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Customer Insight and Complaints Officer
| Posting date: | 29 July 2025 |
|---|---|
| Salary: | £36,124 to £40,476 per year |
| Hours: | Full time |
| Closing date: | 11 August 2025 |
| Location: | Sandwell Council House, Freeth St, Oldbury B69 3DE |
| Remote working: | On-site only |
| Company: | Sandwell Council |
| Job type: | Permanent |
| Job reference: | SAND000009004 |
Summary
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 – Debbie_lynch@sandwell.gov.uk
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.
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 – Debbie_lynch@sandwell.gov.uk
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.
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A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.