WMJobs
Customer Complaints Offer
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Sandwell Metropolitan Borough Council, Waste Client Team, Neighbourhoods Directorate
Grade/Salary
Band F, SCP 26-31 (£38,510 - £43,149 per annum)
Hours
37 Hours per Week
About the Role
Are you passionate about delivering excellent customer service and making a real difference to local communities?
We are looking for a proactive and customer-focused Customer Complaints Officer to join our Waste Client Team. This is an exciting opportunity to play a key role in ensuring residents receive high-quality waste and cleansing services while helping to drive continuous service improvement across the borough.
You will:
- Investigate complex customer enquiries and complaints, identifying solutions and ensuring timely responses.
- Conduct site visits across the borough to gather evidence and support complaint investigations.
- Prepare high-quality written responses for residents, elected members, and other stakeholders.
- Manage a varied caseload while meeting performance targets and deadlines.
- Analyse complaint trends and identify opportunities for service improvement.
- Maintain accurate records using CRM systems and other databases.
- Work collaboratively with contractors, colleagues, and partners to improve customer outcomes.
About You
We are looking for someone who has:
- Experience working within a customer service environment.
- Excellent communication skills, both written and verbal.
- Experience investigating issues and resolving customer concerns.
- Strong analytical skills with the ability to interpret and report on complex information.
- Experience using Microsoft Office applications, particularly Excel and Word, and working with CRM-based systems.
- The ability to work independently, manage competing priorities, and meet challenging deadlines.
- A commitment to delivering outstanding customer service and continuous improvement.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What We Offer
Working for the Council offers a rewarding career where you can make a positive impact on local communities. We are committed to supporting our employees through learning and development opportunities, flexible working arrangements, and a culture that promotes wellbeing, equality, diversity, and inclusion.
Important Information
This role requires regular travel across the borough and attendance at Council sites and our partner contractor depot. A full, clean driving licence and access to a vehicle are essential requirements of the post.
We are proud to be an inclusive employer and welcome applications from all sections of the community. We are committed to creating a workforce that reflects the diverse communities we serve.
One Team | Customer Focused | Inclusive | Ambitious | Accountable
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Using the Council's values and behaviours as a framework, we will support you to achieve your full potential while delivering excellent services to our residents.
To be considered for this role, please submit a CV and supporting statement
Please submit a CV and supporting statement to Sheona Grey at sheona_grey@sandwell.gov.uk.
We reserve the right to close this vacancy early should a high number of applications be received. Applicants are therefore strongly encouraged to apply as soon as possible.
If you are an internal candidate and currently at risk, please let the recruiting manager know.
We place equality, diversity, and inclusion at the core of who we are and how we lead, where every voice matters. At Sandwell, we recognise and value the richness that comes from diverse lived experiences, perspectives, backgrounds, and identities. This diversity makes us a stronger and more effective council.
We welcome applications from all backgrounds and are committed to building a workplace where everyone feels they belong, are treated fairly, and have the opportunity to thrive. Creating an environment where colleagues feel respected, supported, and able to contribute fully is central to our culture and the way we work.
#WeAreSandwell
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location