Senior Complaints & Customer Experience Lead

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

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.