At a Glance
- Tasks: Lead the resolution of customer complaints and enhance service delivery.
- Company: Join Walsall Council, a supportive and community-focused organisation.
- Benefits: Competitive pay, hybrid work options, and a chance to make a difference.
- Other info: Opportunity for career growth in a dynamic and impactful role.
- Why this job: Be the voice for customers and drive positive change in local services.
- Qualifications: Experience in complaint handling and strong communication skills required.
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.
Positions: 1
DBS Requirement: Basic
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.
Senior Customer Complaints Coordinator employer: Opus People Solutions
Walsall Council is an excellent employer that prioritises a supportive work culture and employee development, making it an ideal place for those looking to make a meaningful impact in local governance. With a hybrid work arrangement post-training, employees enjoy flexibility while being part of a dedicated team focused on enhancing customer service and complaint resolution. The council offers competitive pay and the opportunity to engage with diverse community issues, fostering both personal and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Complaints Coordinator
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Senior Customer Complaints Coordinator role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling and customer service. We recommend doing mock interviews with friends or family to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Bring along examples of your previous work in complaints resolution to interviews. This could be case studies or metrics that demonstrate your success in managing high-volume complaints effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who can deliver outstanding customer service like you!
We think you need these skills to ace Senior Customer Complaints Coordinator
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Customer Complaints Coordinator role. Highlight your experience in complaint handling and resolution, as well as your ability to manage complex cases. We want to see how your skills align with what we're looking for!
Showcase Your Communication Skills:Since this role requires excellent written communication, ensure your application reflects that. Use clear and concise language, and don’t forget to proofread! We love a well-written response that demonstrates your attention to detail.
Highlight Relevant Experience:Be sure to mention any previous roles where you’ve managed complaints or worked in customer service. We’re keen to see how your past experiences can contribute to delivering an excellent corporate complaint handling experience at Walsall Council.
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 makes the process smoother for both you and us!
How to prepare for a job interview at Opus People Solutions
✨Know Your Stuff
Make sure you understand the key responsibilities of a Senior Customer Complaints Coordinator. Familiarise yourself with complaint handling processes, especially those aligned with Local Government and Social Care Ombudsman standards. This will show that you're not just interested in the role but also knowledgeable about it.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed complex complaints or improved customer experiences. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your impact.
✨Communicate Clearly
Since excellent communication skills are essential for this role, practice articulating your thoughts clearly and concisely. During the interview, ensure you listen carefully to questions and respond thoughtfully, demonstrating your ability to engage effectively with stakeholders.
✨Ask Insightful Questions
Prepare some thoughtful questions to ask at the end of the interview. This could be about the team dynamics, the challenges they face in complaint resolution, or how success is measured in this role. It shows your genuine interest and helps you assess if the role is the right fit for you.
