Senior Customer Complaints Coordinator - Ref: EE12725

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Job Description

Senior Customer Complaints Coordinator - Ref: EE12725
G7: £35,412 - £38,220 per annum.

Are you passionate about making things better for residents?

Do you thrive on solving problems, coaching others, and helping services improve?

We're looking for a Senior Complaints Advisor to join our newly centralised complaints team within the Customer Experience Centre (CXC).

You'll be a key player in how we handle complaints and member enquiries-ensuring that every interaction is an opportunity to learn, improve, and deliver better outcomes.

This role is ideal for someone who enjoys working across services, supporting colleagues, and using data and insight to drive change.

With CRM transformation planned for 2026, you'll help shape how complaints are managed digitally and ensure our processes are future-ready.

What You'll Be Doing:

• Lead by example in handling complex complaints and member enquiries, ensuring timely, fair, and empathetic responses.
• Coach and mentor colleagues across the Council to improve complaint handling, including training on tone, resolution pathways, and escalation protocols.
• Empower staff to use digital channels confidently, supporting the shift to online complaint submission and self-service.
• Use the Genesys system to triage complaints and service requests, helping teams distinguish between genuine complaints and service queries.
• Support the development of template letters, guidance materials, and chatbot content to improve consistency and accessibility.
• Provide timely management information (MI) to senior leaders, contributing to service calls and cross-team collaboration.
• Identify emerging trends, root causes, and opportunities for improvement-always with a solution-focused mindset.
• Contribute to annual LGO reporting and audit preparation, ensuring accuracy and transparency.
• Help embed best practice from other councils and LGO guidance into our local approach.

What We're Looking For:

• Experience in complaints handling, customer service, or public sector engagement.
• Strong communication skills, with the ability to coach others and build trust across teams.
• Confidence using digital systems and a willingness to champion innovation.
• A curious mind and a proactive attitude-someone who sees complaints as a chance to improve.
• Understanding of member protocols and the importance of political awareness.
• Commitment to equity, diversity, and inclusion.

Working Hours:

The Customer Experience Centre (CXC) operates during the following core hours:

• Monday to Thursday: 8:45 AM - 5:15 PM
• Friday: 8:45 AM - 4:45 PM
  Occasional work outside these hours may be required to meet service needs.

Why Join Us?

At Walsall Council, we believe in putting people first. You'll be joining a team that values innovation, compassion, and accountability. We offer:

• Flexible working arrangements including job share and hybrid options.
• Generous annual leave and pension scheme.
• Access to training, development, and career progression pathways.
• A chance to shape services that directly impact the lives of Walsall residents.

View Job Description and Employee Specification

Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them. Please see our Information for Applicants leaflet for further information.

We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting agency applications or referrals at this time.

At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole - particularly your 'Supporting Information' - reflects your own voice.

Closing Date: 1st February 2026.

Interviews will be held on 12th February 2026.

About Us

Here at Walsall, we want to attract the best talent. That's why - as well as a satisfying and rewarding job - we offer a range of attractive benefits. Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first class pension scheme and plenty of opportunities for training and personal development.

We advertise vacancies because we want the best talent available. If that's you, we're waiting for your application.

Living in Walsall

Part of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages.

Walsall Council is committed to Safer Recruitment.

To achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.

Social Work Matters - Children's Social Worker Recruitment

Some of our children require a special kind of support: yours. Visit our microsite to find out more about joining Walsall Council as a Children's Social Worker.