Senior Customer Complaints Coordinator - Ref: EE09526

The Customer Experience Centre (CXC) operates during the following core hours:

• Monday to Thursday: 8:45 AM – 5:15 PM
• Friday: 8:45 AM – 4:45 PM

Occasional work outside these hours may be required to meet service needs.

Why Join Us?

At Walsall Council, we believe in putting people first. You’ll be joining a team that values compassion, curiosity, and continuous improvement. We offer:

• Flexible working arrangements including job share and hybrid options.
• Generous annual leave and pension scheme.
• Access to training, development, and career progression pathways.
• A chance to shape services that directly impact the lives of Walsall residents.

Important Application Information

Please ensure you complete the supporting information section of your application, detailing how your skills and experience meet the criteria in the employee specification. CVs are not accepted. For further guidance, refer to our https://int.walsall.gov.uk/HumanResources/HRStrategyandPlanning/Employee_Benefits.

Informal Discussion

If you would like to discuss this role, please contact Nicky Howell, Complaints and Members Enquiries Team Leader (Nicky.Howell@walsall.gov.uk)

Closing Date: 25th September 2026

Interviews to take place W/C 5th October 2026 face to face with a written assessment

View: Job Description and Employee Specification

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.

Walsall Council takes seriously the responsibility to safeguard and promote the welfare of all the children, young people and vulnerable adults entrusted to our care and it is our expectation that all staff will share this commitment. We will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce. Completion of an enhanced Disclosure & Barring Service (DBS) check is a requirement for working with children, young people and vulnerable adults.

Note: Applicants appointed to posts that require an enhanced DBS clearance must declare any periods of time that they have lived, studied or worked abroad and be prepared to provide an Overseas Criminal Records Certificate (OCRC) or a Statement of Good Conduct (SOGC) relating to anytime they were overseas.

For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government 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).

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.

We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting agency applications or referrals at this time.

At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole – particularly your ‘Supporting Information’ – reflects your own voice.

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 [https://go.walsall.gov.uk/jobs-and-careers-/benefits-of-working-for-us]. 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.

Living in Walsall

Part 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.

Walsall Council is committed to Safer Recruitment. To 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 microsite https://go.walsall.gov.uk/children-and-young-people/social-work-recruitment to find out more about joining Walsall Council as a Children's Social Worker.