Senior Customer Complaints Coordinator - Ref: EE09526

Walsall Council; Walsall; Hybrid; GBP 37,000 - 39,000; Full time

Benefits offered by this job

Flexible working

Hybrid options

Generous annual leave

Pension scheme

Training and progression

Job summary

Walsall Council in the United Kingdom is recruiting a Senior Complaints Co-Ordinator to join the centralised Customer Experience Centre. The role focuses on handling complex complaints, coaching colleagues, and driving service improvements across teams in a hybrid 37-hour week.

You’ll shape digital processes, use Genesys and AI Agents to triage requests, and provide MI to senior leaders. The post includes flexible working, generous leave, pension and training opportunities.

Qualifications

• Experience in complaints handling or public sector customer service.
• Ability to coach colleagues and improve processes.
• Strong written communication for residents and councillors.

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.

Skills

Complaint handling

Customer service

Public sector engagement

Coaching others

Written communication

Equity, diversity and inclusion

Data interpretation

Digital/channel shift

Tools

Genesys

AI Agents

Job description

Job Description

Senior Complaints Co-Ordinator - Ref: EE09526

Grade: G7 (£36,581 - £39,481 per annum)

Location: Civic Centre Zone 3F, Walsall, WS1 1DQ

Contract Type: Permanent

Working Pattern: Full-time, 37 hours per week (Hybrid)

About the Role

Are you passionate about making things better for residents?

Do you thrive on solving problems, coaching others, and helping services improve?

We're looking for a Senior Complaints Co-Ordinator to join our newly centralised complaints team within the Customer Experience Centre (CXC).

You’ll be a key player in how we handle complaints and related customer/councillor enquiries‑ensuring that every interaction is an opportunity to listen, learn, resolve issues fairly and deliver better outcomes for residents.

This role is ideal for someone who enjoys working across services, supporting colleagues, managing sensitive casework, and using data, insight and strong written communication to drive improvement.

With CRM transformation planned for 2026, you’ll help shape how complaints are managed digitally and ensure our processes are future‑ready.

What You’ll Be Doing

• 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.

What We’re Looking For

• 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 or service‑specific information into clear, professional responses for residents, councillors, senior managers and other stakeholders.
• Commitment to equity, diversity, and inclusion.

Working Hours

The Customer Experience Centre (CXC) operates during the following core hours:

• Monday to Thursday: 8:45 AM - 5:15 PM
• Friday: 8:45 AM - 4:45 PM

Occasional work outside these hours may be required to meet service needs.

Why Join Us?

At Walsall Council, we believe in putting people first. You'll be joining a team that values compassion, curiosity, and continuous improvement. We offer:

• Flexible working arrangements including job share and hybrid options.
• Generous annual leave and pension scheme.
• Access to training, development, and career progression pathways.
• A chance to shape services that directly impact the lives of Walsall residents.

Closing Date

25th September 2026

Interviews to take place W/C 5th October 2026 face to face with a written assessment

This post is covered by the Government's Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.

Walsall Council takes seriously the responsibility to safeguard and promote the welfare of all the children, young people and vulnerable adults entrusted to our care and it is our expectation that all staff will share this commitment. We will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding among our workforce. Completion of an enhanced Disclosure & Barring Service (DBS) check is a requirement for working with children, young people and vulnerable adults.

Note: Applicants appointed to posts that require an enhanced DBS clearance must declare any periods of time that they have lived, studied or worked abroad and be prepared to provide an Overseas Criminal Records Certificate (OCRC) or a Statement of Good Conduct (SOGC) relating to anytime they were overseas.

For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

About Us

Here at Walsall, we want to attract the best talent. That's why – as well as a satisfying and rewarding job – we offer a range of attractive benefits. Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first class pension scheme and plenty of opportunities for training and personal development.

We advertise vacancies because we want the best talent available. If that's you, we're waiting for your application.

Living in Walsall

Part of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages.

Walsall Council is committed to Safer Recruitment.

To achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding among our workforce.

Social Work Matters - Children's Social Worker Recruitment

Some of our children require a special kind of support: yours. Visit our microsite to find out more about joining Walsall Council as a Children's Social Worker.