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; 3 days onsite based at Civic Centre, Walsall, WS1 1DA. 1 day a week onsite at Depot Office in Brownhills.

Pay Rate: £16.93 per hour PAYE

Length of Assignment: Temporary basis, 6 months with potential to extend.

Positions: 1

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:

• Execute formal complaint management procedures across the organisation, implementing suitable resolution strategies.
• Conduct thorough investigations into complaints, gathering relevant information and liaising with internal and external stakeholders.
• Act as a customer advocate, collaborating with various departments to resolve systemic issues and enhance customer experience.
• Support the creation of detailed reports for internal and external use, capturing key performance measures and lessons learned.
• Provide training to customer advisors and internal colleagues on the complaints process.
• Deliver a professional and friendly complaints resolution service, ensuring compliance with the Local Government and Social Care Ombudsman guidelines while maintaining high levels of customer service.

Essential Experience & Skills:

• 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.
• 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.