Customer Team Leaders - Ref: EE10525

We Manage Jobs(WMJobs); Walsall; On-site; GBP 42,000 - 47,000; Full time

Job summary

A local authority in England is seeking two Customer Team Leaders to supervise the newly centralised complaints function. Responsibilities include leading a team of complaints officers, managing member enquiries, and embedding digital processes in service delivery. Ideal candidates will have experience in customer service leadership and local government, excellent communication skills, and a proactive approach to change. Join a forward-thinking team focused on accountability and improvement, with opportunities for professional development and flexible working arrangements.

Benefits

Flexible working arrangements

Generous annual leave

Career progression pathways

Qualifications

• Experience in complaints handling and public sector service improvement.
• Strong understanding of local government protocols.
• Ability to lead change and anticipate challenges.

Responsibilities

• Lead and coach a team of complaints officers.
• Manage enquiries from elected members.
• Oversee annual Local Government Ombudsman reporting and audit requirements.

Skills

Customer service leadership

Stakeholder management

Coaching and mentoring

Influencing skills

Proactive mindset

Tools

Genesys system

Job description

Customer Team Leaders - Ref: EE10525

G9: £42,839 - £46,142 per annum

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.

Key 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 management information (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.

What We’re Looking For:

• 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. li>
• 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.

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 note:

When completing your online application form, you will be asked to enter supporting information. 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 also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them. Please see the Information for Applicants leaflet for further information.

Recruitment Agency Notice:

We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting agency applications or referrals at this time.

Closing Date: 11th December 2025.

Interviews to be held on 23rd December 2025