Senior Complaints & CX Coach (Digital Transformation)

Walsall Council seeks a Senior Complaints Co-ordinator to join a newly centralised team within the Customer Experience Centre (CXC). You will lead on complex complaints, coach staff, and drive improvements while embracing digital transformation planned for 2026.

The post supports residents with fair, empathetic, and evidence-based responses. You'll work across services, handle sensitive casework, and deliver timely MI to senior leaders.