--- title: "Customer Insight and Complaints Officer - Adult Social Care" ocid: "ocds-b5fd17-8cdbe0a1-9140-4871-a694-1fa392e2a569" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-8cdbe0a1-9140-4871-a694-1fa392e2a569" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-8cdbe0a1-9140-4871-a694-1fa392e2a569.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-8cdbe0a1-9140-4871-a694-1fa392e2a569.json" source: "Contracts Finder" current_stage: "Tender" buyer: "SANDWELL METROPOLITAN BOROUGH COUNCIL" published: "2022-10-19" --- # Customer Insight and Complaints Officer - Adult Social Care Buyer: SANDWELL METROPOLITAN BOROUGH COUNCIL Current stage: Tender OCID: ocds-b5fd17-8cdbe0a1-9140-4871-a694-1fa392e2a569 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-8cdbe0a1-9140-4871-a694-1fa392e2a569) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-8cdbe0a1-9140-4871-a694-1fa392e2a569.json) ## Summary The Sandwell Metropolitan Borough Council has published a tender for the position of Customer Insight and Complaints Officer in Adult Social Care. The contract, valued at £16,268, has an open procurement method below threshold. The tender period ends on October 24, 2022, with a contract period commencing from October 31, 2022, until December 31, 2022. The location for the role is Sandwell Council House, Freeth Street, Oldbury, allowing for some remote work. This procurement opportunity presents a chance for businesses experienced in providing personnel services to compete for a 12-week contract, potentially extendable until the end of December 2022. Companies with expertise in adult social care and complaints investigations are well-suited for this tender. Interested parties should ensure compliance with the outlined procurement process and deadlines to secure this contract with the Sandwell Metropolitan Borough Council. ## Notice Customer Insight and Complaints Officer - Adult Social Care Rate of Pay: PS16.06 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 ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/fc5ed996-93af-48fd-bfd3-b1c5a2527e99 | | 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 | 19 Oct 2022 | | Submission deadline | 24 Oct 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 31 Oct 2022 - 31 Dec 2022 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £16,268 | | 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 - 79620000 - Supply services of personnel including temporary staff ## Release History - 19 Oct 2022 at 13:58 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/fc5ed996-93af-48fd-bfd3-b1c5a2527e99 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/fc5ed996-93af-48fd-bfd3-b1c5a2527e99 19th 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-b5fd17-8cdbe0a1-9140-4871-a694-1fa392e2a569. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-8cdbe0a1-9140-4871-a694-1fa392e2a569.json.