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Senior Customer Complaints Coordinator - Ref: RT03824

Walsall Council
United Kingdom
Closing date
24 Jul 2024

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Local Councils
Job Type
Customer service
Contract Type
Full time permanent
Working Pattern

Job Details

Customer Experience Centre - Senior Customer Complaints Coordinators - Ref: RT03824

Grade G7 : £31,364-£35,745 -Pro rata to hours worked (pay award pending)

Hours: 4 x 37 hours posts and 1 x 25.9 hours post

Term: Permanent

About us

Are you a confident communicator? Good with words and a keen eye for detail? Are you bursting with ideas in supplying solutions our customers? If this sounds like you then we want to hear from you.

We have an exciting opportunity for Senior Customer Complaints Coordinators to join our team, at the Customer Experience Centre (CXC). As a Senior Customer Complaints Coordinator, you will play a vital role in providing a professional service to our customers. We are looking for enthusiastic and committed professionals whose drive is to help support in effective and efficient delivery of the Corporate Complaints policy. You will have an opportunity to use your excellent analytical, problem solving and decision-making skills and showcase your exemplary communication skills, the ability to consult with other members of staff where complex issues require help and the ability to work flexibly, and effectively, as part of a team.

The successful candidate will be:
  • Investigating and resolving customer complaints in a timely and professional manner.
  • Communicating with customers to understand their concerns and provide appropriate solutions.
  • Maintaining accurate records of complaints.
  • Collaborating with other departments to ensure customer satisfaction.
  • Identifying trends in customer complaints and making recommendations for improvements.
  • Ensuring compliance with organisational policies and procedures, as well as relevant regulations (LGO)
  • Supply resolutions to customers where possible using tact, diplomacy, and empathy to diffuse potentially tense confrontations in a positive and calm manner.
  • Have an awareness of, and commitment to, equality of opportunity
  • Have awareness of, and commitment to, confidentiality and handling data

What we offer

In return, we offer a supportive environment, where every level of the organisation is committed to ongoing practice development. We are committed to improving outcomes for citizens and your continued professional development. You will receive comprehensive training and development, flexible and home working opportunities and a rewarding career.

At Walsall Council, we believe that people are at the heart of everything we do. In our work, the way we listen and respond to our customers and colleagues will decide the way we grow and bring Council’s vision to life.

View: Job Description and Employee Specification

Closing date for applications: Wednesday 24 July 2024.

Interview Dates: W/C 5 August 2024.

Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them. Please see our Information for Applicants leaflet for further information.

This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.

For this role the successful candidate must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identify and integrity of an employee who has access to official information using secure networks linking central governments and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

If you would like to discuss further for an informal chat please contact Kiran Grewal-Lehal on 01922 650337 or email

Read more about our benefits at


Walsall Council

Here at Walsall, we want to attract the best talent. That's why - as well as a satisfying and rewarding job - we offer a range of attractive benefits. Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first class pension scheme and plenty of opportunities for training and personal development.

We advertise vacancies because we want the best talent available. If that's you, we're waiting for your application.

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Living in Walsall

FROZENPart of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages.


Find out more about Living in Walsall.

Walsall Council is committed to Safer Recruitment.

MinerTo achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.  




Social Work Matters - Children's Social Worker Recruitment

Some of our children require a special kind of support: yours.  Visit our web page to find out more about joining Walsall Council as a Children's Social Worker. 

Armed Forces Covenant

We are proud to support the Armed Forces Covenant. Walsall Council will guarantee an interview for any candidate who has formerly served in the Armed Forces and who meets the essential criteria for the job.


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Company info
01922 650000
Civic Centre
Darwall Street
West Midlands

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