At a Glance
- Tasks: Lead customer complaints resolution and enhance service delivery for Walsall Council.
- Company: Join Walsall Council, a community-focused organisation dedicated to improving customer experiences.
- Benefits: Competitive pay, hybrid work options, and a supportive team environment.
- Other info: Opportunity for career growth in a dynamic public sector role.
- Why this job: Make a real difference by advocating for customers and driving improvements in local services.
- Qualifications: Experience in complaint handling and strong communication skills are essential.
The predicted salary is between 36000 - 40000 £ per year.
Opus People Solutions are recruiting on behalf of our client, Walsall Council, for a Senior Customer Complaints Coordinator.
Working Hours: 37 hours per week, Monday - Thursday, 8:45 AM - 5:15 PM (1-hour unpaid break) Friday, 8:45 AM - 4:45 PM (1-hour unpaid break)
Work Arrangement: Hybrid after training period, days onsite to be confirmed with manager.
Pay Rate: £18.36 per hour PAYE
Length of Assignment: Temporary basis, 3 months with potential to extend.
Main Purpose of the Role: We are seeking an experienced and detail-oriented Senior Customer Complaints Coordinator to provide an efficient, knowledgeable, and accurate service to customers. The successful candidate will deliver an excellent corporate complaint handling experience across all Council Services, ensuring timely and satisfactory outcomes.
Key Responsibilities:
- Lead the delivery of a professional, customer-focused complaints resolution service, aligned with Local Government and Social Care Ombudsman standards
- Manage complex and high-level complaints, undertaking thorough investigations and engaging with key internal stakeholders
- Conduct root cause analysis and drive continuous improvement through actionable insight and service enhancements
- Act as a customer advocate, influencing stakeholders across the Council to resolve issues and improve overall customer experience
- Take full ownership of complaints, engaging directly with customers to understand concerns and desired outcomes
- Produce clear, high-quality written responses, making balanced and evidence-based decisions on complaint outcomes
- Ensure customers are kept informed throughout the process, maintaining transparency and trust
- Deliver timely and effective resolutions, aiming for first-contact resolution wherever possible
- Ensure all complaint handling is fully compliant with legislation, internal policies, and Ombudsman expectations
- Maintain robust records, ensuring accuracy, auditability, and minimal error/repeat issues
- Manage escalated complaints, including cases referred to the Ombudsman, working closely with assurance teams
- Demonstrate strong awareness of the regulatory environment and associated risks, ensuring adherence to required standards
Essential Experience & Skills:
- Previous experience of complaint handling and resolution at a Senior level.
- Proven experience in complaints resolution in a high-volume capacity.
- Strong organisational skills to manage workloads and meet Service Level Agreement. Expected target: 100 enquiries per day.
- Strong ability to multitask and manage caseloads.
- Excellent communication skills, both written and verbal.
- Proficiency in MS365 Applications including Sharepoint, Excel, Outlook and Teams.
- High attention to detail and accuracy.
If you are passionate about delivering outstanding customer service and a resolution driven individual, we would love to hear from you!
Apply now to join Walsall Council as a Senior Customer Complaints Coordinator.
Marketing, Communications & Sales Senior Customer Complaints Coordinator Walsall, West Midlands[...] employer: Oaksec
Walsall Council is an excellent employer that prioritises employee well-being and professional growth, offering a supportive work culture where your contributions truly matter. With a hybrid work arrangement post-training, competitive pay, and a commitment to continuous improvement, you will have the opportunity to make a meaningful impact in the community while developing your skills in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Marketing, Communications & Sales Senior Customer Complaints Coordinator Walsall, West Midlands[...]
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and engage on social media. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how they handle customer complaints. This will help you tailor your responses and show that you're genuinely interested in making a difference.
✨Tip Number 3
Practice your communication skills! Since this role is all about handling complaints, being able to articulate your thoughts clearly and confidently is key. Consider mock interviews with friends or family to sharpen your delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and take the initiative to connect directly with us.
We think you need these skills to ace Marketing, Communications & Sales Senior Customer Complaints Coordinator Walsall, West Midlands[...]
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in complaints handling. Use keywords from the job description to show that you understand what Walsall Council is looking for.
Showcase Your Communication Skills:Since excellent communication is key for this role, give examples of how you've effectively communicated with customers in the past. Whether it's through written responses or verbal interactions, let us see your skills shine!
Highlight Your Organisational Skills:With a target of 100 enquiries per day, it’s crucial to demonstrate your ability to manage workloads. Share specific examples of how you've successfully juggled multiple tasks and met deadlines in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen to join our team!
How to prepare for a job interview at Oaksec
✨Know Your Stuff
Before the interview, make sure you understand the role of a Senior Customer Complaints Coordinator inside out. Familiarise yourself with the key responsibilities and essential skills mentioned in the job description. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Prepare Real-Life Examples
Think of specific instances from your past experience where you've successfully handled complaints or resolved customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will not only showcase your skills but also give the interviewer a clear picture of how you operate in real scenarios.
✨Showcase Your Communication Skills
As a Senior Customer Complaints Coordinator, excellent communication is key. During the interview, practice articulating your thoughts clearly and confidently. Be prepared to discuss how you would keep customers informed throughout the complaint process and how you ensure transparency and trust.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face in complaint handling, or how success is measured in this role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
