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- Tasks: Lead the way in resolving complaints and coaching colleagues for better service.
- Company: Join Walsall Council, a team dedicated to improving residents' experiences.
- Benefits: Enjoy flexible working, generous leave, and career development opportunities.
- Why this job: Make a real difference in your community while shaping future complaint management.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Be part of a compassionate team that values innovation and accountability.
The predicted salary is between 35412 - 38220 ÂŁ per year.
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.
Important Information for Applicants
When completing your online application, 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 complete the work history and qualifications sections of your application form. Do not upload a CV, as we do not accept them.
Closing Date 1st February 2026.
Interview Date 12th February 2026.
Senior Customer Complaints Coordinator - Ref: EE12725 in Walsall employer: WMJobs
Contact Detail:
WMJobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Complaints Coordinator - Ref: EE12725 in Walsall
✨Tip Number 1
Get to know the company inside out! Research Walsall Council's values, recent projects, and their approach to customer service. This will help you tailor your conversations during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your problem-solving skills! Think of real-life examples where you've successfully handled complaints or improved processes. Be ready to share these stories during interviews to demonstrate your experience and proactive mindset.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the role and the team. They might share tips that could give you an edge in the interview process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and contributing to the community.
We think you need these skills to ace Senior Customer Complaints Coordinator - Ref: EE12725 in Walsall
Some tips for your application 🫡
Craft Your Supporting Statement: Make sure to write a detailed supporting information statement that clearly shows how your skills and experience match the criteria in the job description. This is your chance to shine, so don’t hold back!
Showcase Your Problem-Solving Skills: Since this role is all about improving services and handling complaints, highlight any relevant experiences where you've successfully resolved issues or coached others. We want to see your proactive attitude in action!
Be Clear and Concise: When filling out the application, keep your language clear and to the point. Avoid jargon and make sure your points are easy to understand. Remember, we’re looking for effective communication skills!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at WMJobs
✨Know Your Stuff
Before the interview, dive deep into Walsall Council's approach to customer complaints. Familiarise yourself with their values and how they handle complaints. This will help you demonstrate your passion for making things better for residents and show that you're aligned with their mission.
✨Showcase Your Coaching Skills
Since the role involves coaching and mentoring colleagues, prepare examples of how you've successfully trained or supported others in the past. Think about specific situations where your guidance led to improved outcomes, and be ready to discuss these during the interview.
✨Emphasise Digital Confidence
With a focus on digital channels and CRM transformation, highlight your experience with digital systems. Be prepared to discuss how you've used technology to enhance complaint handling or improve service delivery, showcasing your willingness to champion innovation.
✨Be Solution-Focused
Walsall Council is looking for someone who sees complaints as opportunities for improvement. Prepare to discuss how you've identified trends or root causes in previous roles and the proactive steps you took to address them. This will demonstrate your curious mind and solution-focused mindset.
