Customer Complaints Coordinator

Walsall Council; Walsall; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Flexible working arrangements

Hybrid options

Annual leave and pension scheme

Training and progression opportunities

Job summary

Walsall Council seeks a Senior Complaints Co-ordinator to join a newly centralised team within the Customer Experience Centre (CXC). You will lead on complex complaints, coach staff, and drive improvements while embracing digital transformation planned for 2026.

The post supports residents with fair, empathetic, and evidence-based responses. You'll work across services, handle sensitive casework, and deliver timely MI to senior leaders.

Qualifications

• Experience handling complaints or customer service in the public sector.
• Strong written communication to craft clear, professional responses.

Responsibilities

• Lead by example in handling complex complaints and related enquiries, ensuring timely, fair, evidence-based responses.
• Coach and mentor colleagues on tone, resolution pathways, and escalation protocols.
• Empower staff to use digital channels and support online submission and self-service.
• Use the Genesys system and AI Agents to triage complaints and service requests.
• Develop template letters, guidance materials, and chatbot content for consistency.

Skills

Experience in complaints handling

Strong communication skills

Digital systems

Equity, diversity and inclusion

Tools

Genesys

AI Agents

Job description

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. If you would like to discuss this role, please contact Nicky Howell, Complaints and Members Enquiries Team Leader.

View: 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 amongst our workforce.

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).

Experience and Skills

• 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.

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.

• 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.