--- title: "Customer Insight and Complaints Officer" ocid: "ocds-b5fd17-7a36d520-d511-4e79-a207-753f45ed8d6b" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7a36d520-d511-4e79-a207-753f45ed8d6b" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7a36d520-d511-4e79-a207-753f45ed8d6b.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-7a36d520-d511-4e79-a207-753f45ed8d6b.json" source: "Contracts Finder" current_stage: "Tender" buyer: "SANDWELL METROPOLITAN BOROUGH COUNCIL" published: "2022-10-10" --- # Customer Insight and Complaints Officer Buyer: SANDWELL METROPOLITAN BOROUGH COUNCIL Current stage: Tender OCID: ocds-b5fd17-7a36d520-d511-4e79-a207-753f45ed8d6b [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-7a36d520-d511-4e79-a207-753f45ed8d6b) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-7a36d520-d511-4e79-a207-753f45ed8d6b.json) ## Summary 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. ## Notice 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 ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1e48369b-bf1b-4c9e-a19d-c1ba8c428dc6 | | 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 | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 10 Oct 2022 | | Submission deadline | 13 Oct 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 24 Oct 2022 - 31 Dec 2022 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £7,130 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | SANDWELL METROPOLITAN BOROUGH COUNCIL | | Locality | WEST MIDLANDS | | Post town | Birmingham | | Postcode | B70 8SZ | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG3 West Midlands | | ITL 3 | TLG37 Sandwell | | Local authority | Sandwell | | Electoral ward | West Bromwich Central | | Westminster constituency | West Bromwich | | Delivery location | TLG West Midlands (England) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79600000 - Recruitment services ## Release History - 10 Oct 2022 at 09:36 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/1e48369b-bf1b-4c9e-a19d-c1ba8c428dc6 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/1e48369b-bf1b-4c9e-a19d-c1ba8c428dc6 10th October 2022 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/sandwellmbc/aspx/ Additional information on how to apply for this contract ## Notice URLs - https://in-tendhost.co.uk/sandwellmbc ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-7a36d520-d511-4e79-a207-753f45ed8d6b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7a36d520-d511-4e79-a207-753f45ed8d6b.json.