Customer Complaints

Waste Client Team Neighbourhoods Directorate Grade/Salary:
Band F, SCP 26-31 (£38,510 - £43,149 per annum)

37 Hours per Week

Are you passionate about delivering excellent customer service and making a real difference to local communities?

You will:

• Investigate complex customer enquiries and complaints,
• identifying solutions and ensuring timely responses.
• Conduct site visits across the borough to gather evidence and support complaint investigations.
• Prepare high-quality written responses for residents, elected members and other stakeholders.
• Manage a varied caseload while meeting performance targets and deadlines.
• Analyse complaint trends and identify opportunities for service improvement.
• Maintain accurate records using CRM systems and other databases.
• Work collaboratively with contractors, colleagues and partners to improve customer outcomes.

• We are looking for someone who has:
• Experience working within a customer service environment.
• Excellent communication skills, both written and verbal.
• Experience investigating issues and resolving customer concerns.
• Strong analytical skills with the ability to interpret and report on complex information.
• Experience using Microsoft Office applications, particularly Excel and Word, and working with CRM based systems.
• The ability to work independently, manage competing priorities and meet challenging deadlines.
• A commitment to delivering outstanding customer service and continuous improvement.

Working for the Council offers a rewarding career where you can make a positive impact on local communities. We are committed to supporting our employees through learning and development opportunities, flexible working arrangements and a culture that promotes wellbeing, equality, diversity and inclusion.

This role requires regular travel across the borough and attendance at Council sites and our partner contractor depot. A full, clean driving licence and access to a vehicle are essential requirements of the post.

We are proud to be an inclusive employer and welcome applications from all sections of the community. We are committed to creating a workforce that reflects the diverse communities we serve.

If you are an internal candidate and currently at risk, please let the recruiting manager know.

We place equality, diversity and inclusion at the core of who we are and how we lead, where every voice matters. At Sandwell, we recognise and value the richness that comes from diverse lived experiences, perspectives, backgrounds and identities. This diversity makes us a stronger and more effective council.

We welcome applications from all backgrounds and are committed to building a workplace where everyone feels they belong, are treated fairly and have the opportunity to thrive. Creating an environment where colleagues feel respected, supported and able to contribute fully is central to our culture and the way we work.

Using the Council's values and behaviours as a framework, we will support you to achieve your full potential while delivering excellent services to our residents.

#We Are Sandwell