Job Description Senior Complaints Co-Ordinator - Ref: EE09526 Grade: G7 (£36,581 - £39,481 per annum) Location: Civic Centre Zone 3F, Walsall, WS1 1DQ Contract Type: Permanent Working Pattern: Full-time, 37 hours per week (Hybrid) About the Role 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 Co-Ordinator 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 related customer/councillor enquiries‑ensuring that every interaction is an opportunity to listen, learn, resolve issues fairly and deliver better outcomes for residents. This role is ideal for someone who enjoys working across services, supporting colleagues, managing sensitive casework, and using data, insight and strong written communication to drive improvement. 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 related enquiries, ensuring timely, fair, evidence‑based 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 and AI Agents 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. Coordinate councillor/member enquiries where required, gathering information from services, tracking progress and producing clear, accurate and politically aware responses within agreed timescales. 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. Strong written communication skills, with the ability to turn complex or service‑specific information into clear, professional responses for residents, councillors, senior managers and other stakeholders. 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 compassion, curiosity, and continuous improvement. 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. Closing Date 25th September 2026 Interviews to take place W/C 5th October 2026 face to face with a written assessment This post is covered by the Government's Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English. Walsall Council takes seriously the responsibility to safeguard and promote the welfare of all the children, young people and vulnerable adults entrusted to our care and it is our expectation that all staff will share this commitment. We will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding among our workforce. Completion of an enhanced Disclosure Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only). 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 among 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. #J-18808-Ljbffr
Senior Customer Complaints Coordinator - Ref: EE09526 employer: Walsall Council
Walsall Council is an exceptional employer, offering a supportive work culture that prioritises the well-being and development of its staff. As a Residential Childcare Worker, you will have the opportunity to make a meaningful impact on the lives of children in care while benefiting from competitive pay, including additional compensation for sleep-ins, and access to ongoing training and professional growth within a dedicated team environment.
