Overview
Performance & Complaints Support Officer – WMJobs
Solihull Metropolitan Borough Council has 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. Hours: 37 per week (part time also considered). This role is the first point of contact for people contacting the Council about feedback and complaints relating to Adult Social Care and Children’s Services. The Complaints team handles a diverse range of sensitive enquiries via telephone, face-to-face contact, web forms and emails.
We are offering a role that balances service delivery with flexible working, including a combination of working from home and from our offices in central Solihull.
Responsibilities
* gather information and data and maintain electronic records
* liaise with a range of internal and external stakeholders whilst implementing the complaints process
* keep complainants apprised of progress, gather and record learning from complaints and analyse this information to share with services
Qualifications
* Excellent communication and interpersonal skills, with the ability to respond to complaints in a confident and sensitive manner
* Excellent analytical and problem-solving skills
* Ability to use ICT to interpret and present complex data and information
What we offer
* Full training and support on Solihull MBC Complaints procedures, processes and ICT systems, plus access to 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 of additional leave per year
* Access to our Employee Assistance Programme – a 24-hour independent, free and confidential advisory service
* A range of family friendly policies
* Access to the Local Government Pension Scheme
How to apply: If you have questions or require further information regarding this post, please contact the HR team. Closing date for applications is 23 September 2025. Interviews will be held on 9 October 2025. This role may be closed early if sufficient applications are received.
#J-18808-Ljbffr