Senior Customer Complaints Coordinator

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: £18.36 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 complaint 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.