At a Glance
- Tasks: Lead the way in resolving complaints and improving services for residents.
- Company: Join Walsall Council, a team that values compassion and continuous improvement.
- Benefits: Enjoy flexible working, generous leave, and career development opportunities.
- Other info: Hybrid working options available, with a focus on innovation and teamwork.
- Why this job: Make a real difference in your community while developing your skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 39481 - 39481 £ per year.
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.
Important Application Information
Please ensure you complete the supporting information section of your application, detailing how your skills and experience meet the criteria in the employee specification. CVs are not accepted.
Informal discussion: If you would like to discuss this role, please contact Nicky Howell, Complaints and Members Enquiries Team Leader- Nicky.Howell@walsall.gov.uk
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.
Completion of an enhanced Disclosure & Barring Service (DBS) check is a requirement for working with children, young people and vulnerable adults.
Note: Applicants appointed to posts that require an enhanced DBS clearance must declare any periods of time that they have lived, studied or worked abroad and be prepared to provide an Overseas Criminal Records Certificate (OCRC) or a Statement of Good Conduct (SOGC) relating to anytime they were overseas.
For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities.
A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).
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.
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.
Senior Customer Complaints Coordinator - Ref: EE09526 in Walsall 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.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Complaints Coordinator - Ref: EE09526 in Walsall
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Walsall Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Walsall Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Complaints Coordinator - Ref: EE09526 in Walsall
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Walsall Council:Your cover letter is your chance to shine! Tell us why you want to work at Walsall Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Walsall Council!
How to prepare for a job interview at Walsall Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
