# Customer Insight and Complaints Officer - Adult Social Care

> Tender notice from UK public-sector procurement sources.

## Key facts

- Public buyer: [Sandwell Metropolitan Borough Council](/buyers/sandwell-metropolitan-borough-council/contract-awards)
- Tender value: £16,268
- Published: 19 October 2022
- Planned start: 31 October 2022
- Planned end: 31 December 2022
- Stage: open_tender
- Procurement category: services
- Notice ID: fc5ed996-93af-48fd-bfd3-b1c5a2527e99-582182
- OCID: ocds-b5fd17-8cdbe0a1-9140-4871-a694-1fa392e2a569

## Description

Customer Insight and Complaints Officer - Adult Social Care Rate of Pay: £16\.06 per hour \(PAYE\) Hours: 37 hours per week Location: Sandwell Council House, Freeth Street, Oldbury/Home Working Start Date: ASAP Contract type: Agency 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 - Adult Social Care 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\. You must have Adult Social Care Experience\. 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\. You must have: A minimum of 2 GCSE's \(or equivalent\) which must include English language at A\*- C Knowledge of social care legislation and Adult Social Care complaint procedures\. A minimum of 2-years' experience of interrogating and interpreting complex casefile and computer records in order to draw conclusions and make evidenced based decisions\. 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 \.\.\. Additional information: 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\. To submit your documents, you will be required to opt in\. For a Step by Step user guide to the Sandwell MBC In-tend Supplier Portal please click on the \`Guidance for Suppliers\` section of the website\. All procurement responses must be carried out via the Sandwell MBC In-tend Supplier Portal\. If you require further assistance in respect of the system, please contact the In-tend support team on 0844 272 8810\. Is a Recurrent Procurement Type? : No

## Related contract awards

- [Refurbishment of Existing KS2 toilets and New Resource Room, Temple Meadow School, - AWARD](/contracts/ocds-b5fd17-58e0038e-ec39-41e4-bb76-f9c0e757034f): Sandwell Metropolitan Borough Council
- [Media Workshop - AWARD](/contracts/ocds-b5fd17-799a0b55-a042-4e77-9fcc-a33d7ade82af): Sandwell Metropolitan Borough Council
- [Starting your Tax Journey 2026 - AWARD](/contracts/ocds-b5fd17-7cbcb1a4-ef38-4324-bd5b-93acbd0aec85): Sandwell Metropolitan Borough Council

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/fc5ed996-93af-48fd-bfd3-b1c5a2527e99-582182)