Sandwell Metropolitan Borough Council
Customer Insight & Complaints Officer – Adult Social Care (within the Customer Insight Team in the Assistant Chief Executives Directorate).
Role Overview
This role involves customer liaison and leading complex adult social care complaint investigations, agreeing complaint action plans with complainants or their representatives, conducting interviews, analysing documentation and data to produce written responses within agreed timescales. The officer will also assist in preparing documentation for Subject Access Requests, Ombudsman inquiries, and complaints, and support the Customer Insight Manager and Customer Feedback Co‑ordinator with adult social care feedback administration.
Responsibilities
* Conduct customer liaison and lead on complex adult social care complaint investigations.
* Agree on complaint action plans with complainants or their representatives.
* Conduct interviews and analyse documentation and data.
* Produce written responses within agreed timescales.
* Assist in the collection and preparation of documentation for Subject Access Requests.
* Assist in the preparation of documentation for Ombudsman enquiries and complaints.
* Support the Customer Insight Manager and Customer Feedback Co‑ordinator in administering adult social care feedback.
Qualifications
* A minimum of 2 GCSEs (or equivalent), including English language at A*-C.
* Excellent communication skills, both written and verbal.
* Attention to detail and strong organisational skills.
* Good time‑management skills.
Working Arrangement
This is a hybrid role, requiring a minimum of 3 full days in the office.
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