Do you have experience of working within Customer Services and are looking for a new challenge? Hours: 37 hours per week (Part Time also considered) Fixed term or secondment until end of Feb 2026. We have an excellent opportunity for a Performance and Complaints Support Officer to join our team on a temporary contract or secondment until the end of February 2026. As Performance & Complaints Support Officer, you will work as part of a friendly and supportive team who are the first point of contact for people contacting the Council in relation to feedback and complaints relating to Adult Social Care and Children's Services. People are at the heart of everything we do. The Complaints team handles a diverse range of sensitive enquiries and complaints via incoming and outgoing telephone calls, face to face contact, web forms and emails. In this interesting and varied role, you will: gather information and data and maintain electronic records liaise with a range of internal and external stakeholders whilst implementing the complaints process Keep complainants appraised of how their complaint is progressing, gather and record learning from these complaints and analyse this information to share with services. You will have: Excellent communication and interpersonal skills, with the ability to respond to complaints in a confident and sensitive manner. Excellent analytical and problem-solving skills The ability to use of ICT to interpret and present complex data and information This is a great opportunity for those who enjoy working with people and enjoy the challenge of problem solving. We recognise that work is what you do and not necessarily where you go. Our aim is to balance the needs of our employees with service delivery, and, for this post, that is likely to include a combination of working from home and from our offices in central Solihull. In return we offer: Full training and support on Solihull MBC Complaints procedures, processes and ICT systems, as well as access to a wide range of training and development Flexible working, including flexi leave up to 24 days per year and agile working arrangements The opportunity to buy up to 10-days additional leave per year Access to our Employee Assistance Programme – a 24-hour independent, free and confidential advice and support service A range of family friendly policies Access to the Local Government Pension Scheme To apply, please click on the link below. Applicants wishing to apply for this secondment should seek approval from their current line manager prior to submitting an application If you have a specific question or require further information regarding this post, please contact Caroline Lear at candacomplaints@solihull.gov.uk Previous applicants need not apply. Closing date for applications – 23rd September 2025. We do however reserve the right to close this vacancy early should sufficient applications be received. To avoid disappointment, early applications are encouraged. Interviews will be held on Thursday 9th October 2025. Attached documents JDPS Complaints Support Officer July 25.docx