Performance & Complaints Support Officer

at  Solihull Metropolitan Borough Council

DO YOU HAVE EXPERIENCE OF WORKING WITHIN CUSTOMER SERVICES AND ARE LOOKING FOR A NEW CHALLENGE?

37 hours per week (Part Time considered)
We have an excellent opportunity for a Performance and Complaints Support Officer to join our team on a 12 month contract.
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 to investigate and respond to complaints
• 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. If you have a specific question or require for further information applicants can contact Lorraine Darby (Senior Complaints Officer) on 0121 704 8296 or ldarby@solihull.gov.uk please.
Interview Date: w/c 23 September 202

• gather information and data and maintain electronic records
• liaise with a range of internal and external stakeholders to investigate and respond to complaints
• Keep complainants appraised of how their complaint is progressing, gather and record learning from these complaints and analyse this information to share with services