Senior Customer Complaints Resolution Lead

Opus People Solutions; Walsall; Hybrid; GBP 21,000 - 30,000; Full time

Job summary

Opus People Solutions, on behalf of Walsall Council, is seeking a Senior Customer Complaints Coordinator to lead the complaints service and deliver timely, fair outcomes. The role covers complex cases, ensures compliance, and focuses on a high-quality customer experience.

Hybrid working after training; 37 hours per week; pay £18.35 per hour PAYE. Temporary 3 months with potential extension; DBS basic required.

Qualifications

• Senior-level experience in complaints handling and resolution.
• Proven track record resolving high-volume complaints.
• Excellent written and verbal communication skills.
• Proficient with MS365 applications including SharePoint.

Responsibilities

• Lead the delivery of a professional, customer-focused complaints resolution service.
• Manage complex and high-level complaints, undertaking thorough investigations.
• Conduct root cause analysis and drive service improvements.
• Produce clear, high-quality written responses and keep customers informed.

Skills

Complaints handling

High-volume complaints

Organisational skills

Multitasking

Communication

Attention to detail

Tools

SharePoint

Excel

Outlook

Teams

Job description

Opus People Solutions, on behalf of Walsall Council, is seeking a Senior Customer Complaints Coordinator to lead the complaints service and deliver timely, fair outcomes. The role covers complex cases, ensures compliance, and focuses on a high-quality customer experience.

Hybrid working after training; 37 hours per week; pay £18.35 per hour PAYE. Temporary 3 months with potential extension; DBS basic required.