Sandwell Metropolitan Borough Council

Job Opportunity: Customer Feedback Coordinator

This is an exciting opportunity to join the Customer Feedback Team with the ACE Directorate as a Customer Feedback Coordinator, taking responsibility for the overview and monitoring of customer feedback within the organisation to ensure it meets our customer’s expectations.

The successful candidate will be a proactive, highly motivated, and enthusiastic individual who possesses strong negotiating and problem-solving skills with the ability to understand and assess complex information.

Experience Required:

• 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 the residents of Sandwell.
• Liaise with the Ombudsman and manage MP enquiries.
• A key part of the role is to share insights from complaints across the council to help inform, shape, and improve future service delivery.
• Responsible for leading and managing a small team and allocating workloads.
• Well-organised with a positive and flexible approach to working under pressure and adapting to changing priorities and work demands.
• Outstanding communication and interpersonal abilities with the capacity to empathise and manage sensitive situations, with tact, diplomacy, and understanding.