Senior Complaints & Service Improvement Lead

WMJobs; West Midlands; Hybrid; GBP 37,000 - 39,000; Full time

Benefits offered by this job

Flexible hybrid working

Generous annual leave and pension

Training and career progression

Job share options

Job summary

Walsall Council is seeking a Senior Complaints Co-Ordinator to lead complex complaints handling and support a centralised team within the Customer Experience Centre. You will coach staff, drive improvements, and help digitise processes using CRM/Genesys tools.

You will analyse data, provide MI to leaders, and respond to councillor and resident inquiries with clarity and empathy in a hybrid working pattern.

Qualifications

• Experience in complaints handling or public sector engagement.
• Strong written communication for residents, councillors and managers.
• Ability to coach colleagues and drive improvements.
• Comfort with digital channels and transformation projects.
• Commitment to equity, diversity and inclusion.

Responsibilities

• Lead handling of complex complaints and related enquiries.
• Coach colleagues to improve complaint handling and training.
• Support shift to online complaint submission and self-service.
• Use Genesys and AI to triage requests and differentiate complaints from queries.
• Develop templates, guidance, and chatbot content for consistency.
• Provide timely management information to senior leaders.
• Identify trends and root causes to drive improvement.
• Contribute to annual LGO reporting and audits.
• Coordinate councillor inquiries and ensure timely responses.

Skills

Complaint handling

Coaching others

Written communication

Stakeholder engagement

Digital literacy

Data interpretation

Problem solving

Customer service

Tools

Genesys system

AI Agents

Job description

Walsall Council is seeking a Senior Complaints Co-Ordinator to lead complex complaints handling and support a centralised team within the Customer Experience Centre. You will coach staff, drive improvements, and help digitise processes using CRM/Genesys tools.

You will analyse data, provide MI to leaders, and respond to councillor and resident inquiries with clarity and empathy in a hybrid working pattern.