**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.**
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