Senior Customer Complaints CoordinatorOpus 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 PAYELength of Assignment: Temporary basis, 3 months with potential to extend.Positions: 1DBS Requirement: BasicMain 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 standardsManage complex and high-level complaints, undertaking thorough investigations and engaging with key internal stakeholdersConduct root cause analysis and drive continuous improvement through actionable insight and service enhancementsAct as a customer advocate, influencing stakeholders across the Council to resolve issues and improve overall customer experienceTake full ownership of complaints, engaging directly with customers to understand concer