Senior Customer Complaints Coordinator

Opus People Solutions Ltd • Temporary • Walsall, West Midlands, England, United Kingdom • £18.36 / hour • 1h ago

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 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.

If you are passionate about delivering outstanding customer service and a resolution driven individual, we would love to hear from you!

Apply now to join Walsall Council as a Senior Customer Complaints Coordinator.

You may also be interested in these jobs

Supplier Negotiator / Deal Maker / Buyer

Hiredonline Consultancy • Permanent • Wolverhampton, West Midlands, England, United Kingdom • £35k / year • 3w ago

Work from Home Premium-Ad

Supplier Negotiator / Buyer Wolverhampton, West Midlands £35,000 starting salary Long term career progression in a business that rewards commercial results Market leaders - Financially stable, established company Working...

3w ago

Apply

Temporary Administrator

Personnel Solutions (Midlands) Ltd • Temporary • Burton-on-Trent, Staffordshire, England, United Kingdom • £13 / year • 1h ago

Work from Home

I am recruiting for an Administrator to join a small team within a company based in Burton on Trent. The successful candidate will need to be available to start on Tuesday 30th June and the contract will run until the en...

1h ago

Apply

Senior Commercial Category Manager

Michael Page • Permanent • Birmingham, West Midlands, England, United Kingdom • £44.24k - £48.81k / year • 1h ago

Work from Home

A fantastic opportunity to join the DVSA as a Commercial Category Manager. Client Details This is an exciting opportunity to work in a dynamic role with brilliant self-development and learning opportunities. If not alrea...

1h ago

Apply

Programme Support Officer - Part-time

Hays Business Support • Temporary • Birmingham, West Midlands, England, United Kingdom • £17 - £19 / hour • 1h ago

Work from Home

Your new company We are seeking a highly organised and proactive Programme Support Officer to join a dynamic team delivering important housing and homelessness initiatives. This is a fantastic opportunity for an experien...

1h ago

Apply

Accounts Assistant

SF Partners • Permanent • Birmingham, West Midlands, England, United Kingdom • £26k / year • 1d ago

Work from Home Premium-Ad

Accounts Assistant - Birmingham City Centre The rewards Hybrid working 25 days holiday Pension Flexible hours Permanent role The role of Accounts Assistant: Raising invoices and bills Allocating payments Processing invoi...

1d ago

Apply

Get more jobs like this

Create a free job alert