Senior Complaints Coordinator — Hybrid & Impact-driven

Walsall Council; Walsall; Hybrid; GBP 37,000 - 39,000; Full time

Benefits offered by this job

Flexible working

Hybrid options

Generous annual leave

Pension scheme

Training and progression

Job summary

Walsall Council in the United Kingdom is recruiting a Senior Complaints Co-Ordinator to join the centralised Customer Experience Centre. The role focuses on handling complex complaints, coaching colleagues, and driving service improvements across teams in a hybrid 37-hour week.

You’ll shape digital processes, use Genesys and AI Agents to triage requests, and provide MI to senior leaders. The post includes flexible working, generous leave, pension and training opportunities.

Qualifications

• Experience in complaints handling or public sector customer service.
• Ability to coach colleagues and improve processes.
• Strong written communication for residents and councillors.

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 (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.

Skills

Complaint handling

Customer service

Public sector engagement

Coaching others

Written communication

Equity, diversity and inclusion

Data interpretation

Digital/channel shift

Tools

Genesys

AI Agents

Job description

Walsall Council in the United Kingdom is recruiting a Senior Complaints Co-Ordinator to join the centralised Customer Experience Centre. The role focuses on handling complex complaints, coaching colleagues, and driving service improvements across teams in a hybrid 37-hour week.

You’ll shape digital processes, use Genesys and AI Agents to triage requests, and provide MI to senior leaders. The post includes flexible working, generous leave, pension and training opportunities.