Tender

Customer Insight and Complaints Officer

SANDWELL METROPOLITAN BOROUGH COUNCIL

This public procurement record has 1 release in its history.

Tender

10 Oct 2022 at 09:36

Tender Notice
Summary of the contracting process

The Sandwell Metropolitan Borough Council has issued a tender opportunity for the position of Customer Insight and Complaints Officer. The contract is for a temporary period of 12 weeks with a start date as soon as possible and an end date set until the end of December 2022. The role entails working 37 hours per week from home or occasionally from the Oldbury Council House. Candidates are required to have knowledge of social care legislation and Adult Social Care complaints procedures, along with experience in related investigations. The closing date for quotation submissions is Thursday, 13th October 2022 at 12:00 pm Midday.

This tender opportunity from Sandwell Metropolitan Borough Council offers a chance for businesses providing recruitment services to engage in a contract focusing on customer insight and complaints management. Companies with expertise in social care legislation and adult social care complaint investigations are well-suited to compete for this opportunity. The open procedure allows for a transparent process, with a clear set of requirements and evaluation criteria to be met by interested suppliers. The contract period starts on 24th October 2022 and ends on 31st December 2022, providing a defined timeframe for successful bidders to deliver the required services.

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Notice Information

Notice Title

Customer Insight and Complaints Officer

Notice Description

Job Title Customer Insight and Complaints Officer Rate of Pay: PS16.06 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. T... 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

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-7a36d520-d511-4e79-a207-753f45ed8d6b
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/1e48369b-bf1b-4c9e-a19d-c1ba8c428dc6
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (below threshold)
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79600000 - Recruitment services

Notice Value(s)

Tender Value
£7,130 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
10 Oct 20223 years ago
Submission Deadline
13 Oct 2022Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
24 Oct 2022 - 31 Dec 2022 1-6 months
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
SANDWELL METROPOLITAN BOROUGH COUNCIL
Contact Name
Karendeep Bassra
Contact Email
karendeep_bassra@sandwell.gov.uk
Contact Phone
0121 569 4766

Buyer Location

Locality
WEST MIDLANDS
Postcode
B70 8SZ
Post Town
Birmingham
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG37 Sandwell
Delivery Location
TLG West Midlands (England)
Local Authority
Sandwell
Electoral Ward
West Bromwich Central
Westminster Constituency
West Bromwich

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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