Customer Experience Centre - Senior Customer Complaints Coordinator - Ref: RT05424

Grade G7 : £31,364-£35,745 (pay award pending)

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 a Senior Customer Complaints Coordinator 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: Sunday 8th September 2024

Interview Date: Monday 16th September 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 Abeed Alam on Abeed.Alam@walsall.gov.uk

Read more about our benefits at https://go.walsall.gov.uk/jobs-and-careers-/benefits-of-working-for-us