Senior Complaints & CX Coach (Digital Transformation)

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

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.