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 proactive, highly motivated and enthusiastic individual who possess strong negotiating and problem-solving skills with the ability to understand and assess complex information.

Experience will include:

• Minimum of 3 years’ experience of working within a Customer Service environment dealing with complaints investigation within Childrens 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 improvement 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.

If you are passionate about making a difference and have the drive to deliver a quality, customer focused service we would like to hear from you.

For an informal discussion, please contact Tracy Causer or Colette Knight via email: tracy_causer@sandwell.gov.uk / colette_knight@sandwell.gov.uk

Hours - 37 hours per week, hybrid working, minimum of 3 days in the office

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 complete and return your application as soon as possible. When completing your application please refer to the supporting documents attached.

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