Complaints Team Leader | Digital CX & Service Improvement

Walsall Council; Walsall; On-site; GBP 30,000 - 40,000; Full time

Job summary

A local government authority in Walsall is seeking two strategic Complaints Team Leaders to oversee a newly centralized complaints function. You will lead a team, engage with elected members, and influence service improvements. Candidates must have proven experience in complaints handling or leadership roles within the public sector. The position offers flexible working arrangements, generous holiday entitlements, and a commitment to diversity and inclusion.

Benefits

Flexible working arrangements

Generous holiday entitlements

First-class pension scheme

Training and personal development opportunities

Qualifications

• Proven experience in complaints handling or public sector service improvement.
• Strong understanding of member protocols in local government.
• Excellent communication and collaboration skills.

Responsibilities

• Lead and coach a team of complaints officers.
• Act as a key point of contact for elected members.
• Embed digital processes into business operations.
• Provide timely MI reporting to senior leaders.
• Oversee compliance with annual LGO reporting.

Skills

Complaints handling expertise

Customer service leadership

Stakeholder management

Proactive mindset

Coaching and mentoring

Job description

A local government authority in Walsall is seeking two strategic Complaints Team Leaders to oversee a newly centralized complaints function. You will lead a team, engage with elected members, and influence service improvements. Candidates must have proven experience in complaints handling or leadership roles within the public sector. The position offers flexible working arrangements, generous holiday entitlements, and a commitment to diversity and inclusion.