Senior Customer Complaints Coordinator

Opus People Solutions Ltd; Walsall; Hybrid; GBP 34,000 - 38,000; Full time

Job summary

Opus People Solutions Ltd is seeking a Senior Customer Complaints Coordinator for our client, Walsall Council. The role involves leading a professional complaints service, handling complex cases, and delivering timely, compliant responses.

The position is 37 hours per week with hybrid working after training. It is a temporary 3-month assignment, with a chance of extension. Basic DBS is required, and pay is £18.35 per hour PAYE.

Qualifications

• Senior-level experience in complaint handling and resolution.
• Experience resolving complaints in high-volume environments.
• Strong organisational skills to manage workloads and meet SLAs.
• Ability to multitask and manage caseloads effectively.
• Excellent written and verbal communication skills.
• Proficiency with MS365 applications (SharePoint, Excel, Outlook, Teams).
• High attention to detail and accuracy.

Responsibilities

• Lead the delivery of a professional, customer-focused complaints resolution service.
• Manage complex, high-level complaints with thorough investigations.
• Conduct root cause analysis to drive service improvements.
• Act as a customer advocate to resolve issues and improve experience.
• Take ownership of complaints and communicate outcomes to customers.
• Produce clear, high-quality written responses with evidence-based decisions.
• Keep customers informed throughout the process and ensure transparency.
• Aim for first-contact resolution where possible.
• Ensure all handling complies with legislation, policies, and Ombudsman expectations.
• Maintain robust records for auditability and minimal repeats.
• Handle escalated complaints, including Ombudsman referrals.
• Demonstrate awareness of regulatory environment and risks.

Skills

Senior level complaints handling

High-volume complaints

Organisational skills

Multitasking

Communication skills

MS365 proficiency

Attention to detail

Tools

SharePoint

Excel

Outlook

Teams

Job description

Senior Customer Complaints Coordinator

Opus People Solutions are recruiting on behalf of our client, Walsall Council, for a Senior Customer Complaints Coordinator.

Working Hours

37 hours per week, Monday - Thursday, 8:45 AM - 5:15 PM (1-hour unpaid break) Friday, 8:45 AM - 4:45 PM (1-hour unpaid break)

Work Arrangement

Hybrid after training period, days onsite to be confirmed with manager.

Pay Rate

£18.35 per hour PAYE

Length of Assignment

Temporary basis, 3 months with potential to extend.

Positions

1

DBS Requirement

Basic

Main Purpose of the Role

We are seeking an experienced and detail-oriented Senior Customer Complaints Coordinator to provide an efficient, knowledgeable, and accurate service to customers. The successful candidate will deliver an excellent corporate complaint handling experience across all Council Services, ensuring timely and satisfactory outcomes.

Key Responsibilities

• Lead the delivery of a professional, customer-focused complaints resolution service, aligned with Local Government and Social Care Ombudsman standards
• Manage complex and high-level complaints, undertaking thorough investigations and engaging with key internal stakeholders
• Conduct root cause analysis and drive continuous improvement through actionable insight and service enhancements
• Act as a customer advocate, influencing stakeholders across the Council to resolve issues and improve overall customer experience
• Take full ownership of complaints, engaging directly with customers to understand concerns and desired outcomes
• Produce clear, high-quality written responses, making balanced and evidence-based decisions on complaint outcomes
• Ensure customers are kept informed throughout the process, maintaining transparency and trust
• Deliver timely and effective resolutions, aiming for first-contact resolution wherever possible
• Ensure all complaint handling is fully compliant with legislation, internal policies, and Ombudsman expectations
• Maintain robust records, ensuring accuracy, auditability, and minimal error/repeat issues
• Manage escalated complaints, including cases referred to the Ombudsman, working closely with assurance teams
• Demonstrate strong awareness of the regulatory environment and associated risks, ensuring adherence to required standards

Essential Experience & Skills

• Previous experience of Compliant handling and resolution at a Senior level.
• Proven experience in complaints resolution in a high-volume capacity.
• Strong organisational skills to manage workloads and meet Service Level Agreement. Expected target: 100 enquiries per day.
• Strong ability to multitask and manage caseloads.
• Excellent communication skills, both written and verbal.
• Proficiency in MS365 Applications including Sharepoint, Excel, Outlook and Teams.
• High attention to detail and accuracy.

All offers will be subject to satisfactory compliance screening, including right to work in the UK and references. In addition, due to the nature of the role the appropriate level of criminal record disclosure will be undertaken