Customer Team Leaders

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

Role Overview

Walsall Council is seeking two strategic and forward‑thinking Complaints Team Leaders to lead our newly centralised complaints function. This includes oversight of member enquiries and corporate complaints across the Council. As part of the Customer Experience Centre (CXC), you will play a pivotal role in shaping how we respond to residents, elected members, and partners—ensuring transparency, accountability, and continuous improvement. With CRM transformation planned for 2026, this is a unique opportunity to influence how complaints are managed and tracked, embedding digital‑first principles while maintaining empathy and accessibility for all residents.

Responsibilities

• Lead and coach a team of complaints officers, fostering a culture of learning, ownership, and continuous improvement.
• Act as a key point of contact for elected members, ensuring their enquiries are handled professionally, promptly, and in line with Council protocols.
• Position complaints as a cornerstone for policy change, service redesign, and organisational learning.
• Embed digital processes into business‑as‑usual operations, championing innovation and automation.
• Empower staff across the Council to submit complaints online, promoting self‑service and accessibility.
• Use the Genesys system to triage complaints and service requests, ensuring the right response, pathway, and resolution.
• Lead on the education and upskilling of staff through training, guidance, and support materials.
• Provide timely and professional MI reporting to senior leaders and participate in service calls to deepen collaboration and insight.
• Track emerging trends, identify root causes, and report issues with a solution‑focused mindset.
• Oversee annual Local Government Ombudsman (LGO) reporting and audit requirements, ensuring compliance and transparency.
• Embed best practice from other local authorities and LGO guidance into Walsall's complaints handling framework.

Key Requirements

• Proven experience in complaints handling, customer service leadership, or public sector service improvement.
• Strong understanding of member protocols and the political landscape of local government.
• Excellent communication and stakeholder management skills, with the ability to influence and collaborate across all levels.
• A proactive mindset with the ability to anticipate challenges and lead change effectively.
• Commitment to equity, diversity, and inclusion, with experience working in diverse teams and engaging with vulnerable residents.
• Experience in coaching, mentoring, and developing teams and wider stakeholders.

Benefits and Working Arrangements

We offer a range of attractive benefits. Working arrangements are flexible – you may work flexitime, full or part time and job sharing is usually available – and you can expect generous holiday entitlements, a first‑class pension scheme and plenty of opportunities for training and personal development.

Walsall Council is committed to creating and working to uphold an inclusive environment where every person feels empowered, valued and respected. We strongly encourage applications from individuals across diverse backgrounds, and we work to treat all applicants fairly and without discrimination. We actively promote diversity and equality, ensuring that our services and opportunities are accessible to all members of our community. We recognise that achieving true inclusivity is an ongoing journey; together, we strive to create a welcoming workplace that celebrates differences and empowers everyone to thrive.

Working 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.

Living in Walsall

Part of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages. Find out more about living in Walsall.