Senior Complaints Lead: Digital CX & Insight

We Manage Jobs(WMJobs); West Midlands; Hybrid; GBP 37,000 - 39,000; Full time

Benefits offered by this job

Flexible working arrangements

Hybrid options

Generous annual leave

Pension scheme

Training and progression

Job summary

Walsall Council is seeking a Senior Complaints Co-Ordinator to centralise the complaints function and drive service improvements. You will lead complex cases, mentor staff, and push digital channels for online submissions and self-service, with CRM/Ai-assisted triage and data reporting.

The role demands strong written communication, public sector experience, and a proactive, equity-minded approach to resident interactions, councillors, and stakeholders.

Qualifications

• Experience in complaints handling, customer service, or public sector engagement.
• Strong written 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.
• Commitment to equity, diversity, and inclusion.
• Strong written communication skills, with the ability to turn complex or service-specific information into clear, professional responses for residents, councillors, senior managers and other stakeholders.

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.

Tools

Genesys system

AI Agents

Job description

Walsall Council is seeking a Senior Complaints Co-Ordinator to centralise the complaints function and drive service improvements. You will lead complex cases, mentor staff, and push digital channels for online submissions and self-service, with CRM/Ai-assisted triage and data reporting.

The role demands strong written communication, public sector experience, and a proactive, equity-minded approach to resident interactions, councillors, and stakeholders.