Senior Customer Complaints Coordinator

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: £18.35 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 ..... full job details .....