Customer Insight and Complaints Officer

Job Title Customer Insight and Complaints Officer

Rate of Pay: £16.06 per hour PAYE (Inside IR35)

Hours: 37

Location: Working from home/Sandwell Council House

Start Date: ASAP

Contract type: Temporary for 12 weeks

Job Description and Personnel Specification are attached, which also provides more information above the role.

Brief description:

We are looking for a Customer Insight and Complaints Officer to work for a period of 12 weeks with a view to extend until end of December 2022. The role is 37 hours working from home although occasionally may be required to work from Oldbury Council House.

Candidates must have knowledge of social care legislation and Adult Social Care complaints procedures. They need to have experience of working in Adult Social Care/undertaking Adult Social Care complaint investigations in line with the Social Care legislation.

Competent individuals with excellent communication skills both written and verbally 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.

The role involves agreeing complaint action plans with complainants or their representatives, conducting interviews, analysing documentation and data to produce written responses within agreed timescales therefore you will need to be observant and organised with good time management skills. Successful candidates will also be required to assist in the collection and preparation of documentation required to respond to Subject Access Requests, Ombudsman enquiries and complaints and to assist the Customer Insight Manager in the administration of Adult Social Care feedback.

The Job Description and Personnel Specification are attached for further information about the role.

Please can the agencies send over a CV, 2x up to date references and a copy of Terms and Conditions. You will also need to include your agency on cost details to each submission. Stated rates must be inclusive of all known costs.

No DBS is required for this role.

Please note this advert is also out with our Master Vendor

You will receive further information regarding invoice terms if your candidate is appointed to this role. Invoices must be sent electronically on a weekly basis to templink_1@sandwell.gov.uk along with your workers authorised timesheet supplied by your agency. Payments are then released 14 days from the date of the invoice.

The Council will be using the In-tend e-Tendering System for this Procurement opportunity, please visit https://in-tendhost.co.uk/sandwellmbc to access the Sandwell MBC In-tend Supplier Portal.

From here you will be able to register your company, express an interest in the opportunity, and gain immediate access to the related documents.

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Additional information:

The Quotation Document(s) will be made available to suppliers who Express Interest on the Sandwell Metropolitan Borough Council Tendering Portal. To access the portal please click the following link https://in-tendhost.co.uk/sandwellmbc

You will be required to log into an existing account or register a new one. Once logged in, from the top menu bar click on 'Tenders' to list all the current opportunities. Once you have found the relevant opportunity you should click on 'View Details' in order to Express Interest.

Closing date for submission of quotations is Thursday 13th October 2022 12:00pm Midday

Is a Recurrent Procurement Type? : No