Customer Complaints Coordinator

Walsall Council; Birmingham; Hybrid; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Flexible working including job share

Hybrid options

Generous annual leave and pension

Training and career progression

Job summary

Walsall Council is seeking a Senior Complaints Co-Ordinator to join our newly centralised complaints team within the Customer Experience Centre. You will lead complex complaints, coach staff, and drive improvements across services, delivering empathetic, evidence-based responses for residents and councillors.

The role supports data-driven improvement, engagement across services, and shaping digital complaints processes for a future-ready system.

Qualifications

• 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 information into clear responses for residents and councillors.
• Commitment to equity, diversity, and inclusion.

Responsibilities

• 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 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.

Skills

Complaints handling

Customer service

Public sector engagement

Coaching others

Digital systems fluency

Written communication

Tools

Genesys system

AI Agents

Job description

• 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. Are you passionate about making things better for residents?
• 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., 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., 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.

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.

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).

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.

• 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.