Customer Insight & Complaints Officer
Salary: Band F, SCP 26-31 (£37,280- £41,771 per annum)
Expires: 02/06/2026
Location: Sandwell, West Midlands
Job Type: Full Time
More Information: 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.
Responsibilities
* 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 Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
* Agree on complaint action plans with complainants or their representatives, conduct interviews, analyse documentation and data to produce written responses within agreed timescales.
* Assist in the collection and preparation of documentation required to respond to Subject Access Requests, Ombudsman enquiries and complaints, and assist the Customer Insight Manager and Customer Feedback Co-ordinator in the administration of Adult Social Care feedback.
Qualifications
* Minimum of 2 GCSEs (or equivalent) including English language at A*-C.
Working Arrangement
* Hybrid role with expectation to work a minimum of 3 full days in the office.
Application
To apply, please send a CV and supporting document outlining how you meet the criteria to Debbie Lynch at Debbie_lynch@sandwell.gov.uk.
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