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Customer Insight & Complaints Officer
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Job Opportunity: Customer Insight & Complaints Officer – Adult Social Care
Sandwell Metropolitan Borough Council
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.
Responsibilities
- Agree complaint action plans with complainants or their representatives
- Conduct interviews
- Analyse documentation and data to produce written responses within agreed timescales
Requirements
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- Observant and organised with good time management skills
- Minimum of 2 GCSE’s (or equivalent) which must include English language at A*-C
- Hybrid role with the expectation that you will work a minimum of 3 full days in the office
Additional Responsibilities
- Assist in the collection and preparation of documentation required to respond to Subject Access Requests, Ombudsman enquiries and complaints
- Assist the Customer Insight Manager and Customer Feedback Co-ordinator in the administration of Adult Social Care feedback
Application Process
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
Please submit a CV and supporting statement on how you meet the criteria listed in the personnel specification to debbie_lynch@sandwell.gov.uk before the closing date.
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Note:
- 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 submit your CV as soon as possible.
- If you are an internal candidate and currently at risk, please let the recruiting manager know.
- If you wish to apply as Care Leaver or a Disability Confident candidate, please make sure to state this when submitting your CV.
- If you have a disability and require assistance in submitting your CV, please contact debbie_lynch@sandwell.gov.uk
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
Click here to find out more about our One Team Framework: Values and Behaviours
https://www.sandwell.gov.uk/WeAreSandwell/council/story
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