Performance & Complaints Support Officer
- Employer
- Solihull Metropolitan Borough Council
- Location
- Solihull
- Salary
- £30,296 - £34,834
- Closing date
- 15 Sep 2024
- Reference
- SOL/TP/179/666
View more
- Sector
- Local Councils
- Job Type
- Customer service
- Contract Type
- Temporary
- Working Pattern
- Standard
- Hours
- Full-Time
Job Details
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 2024
Attached documents
Job Description & Person Specification
Company
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About Solihull Metropolitan Borough Council
Solihull is regarded as a popular and vibrant place to live in the UK. As one of the most prosperous towns in the Midlands, almost two thirds of our borough is designated as green belt. We have over 1,500 acres of parks across the borough, with 16 Green Flag Awards. Solihull is very well connected, with great transport links such as the M40, M42 and M6 all close by, and an excellent rail network, plus, of course, an international airport. We are home to the award-winning Touchwood Shopping Centre, National Exhibition Centre, Resorts World Birmingham, and the Resorts World Arena.
It is an exciting time for Solihull, although we are a relatively small local authority (c. 6000 employees), we still have ambitious plans including the development of UK Central and HS2.
Here at Solihull Council, we want to ensure that all our citizens have an equal chance to share in Solihull’s success. We do this by putting our customers at the heart of everything we do.
We recognise that our employees are the key factor in achieving our vision and as such, we are always on the lookout for talented individuals, who want to make a real positive difference to people’s lives and can help us to continue building on our success.
Both Smarter Ways of Working and Employee Wellbeing are key Council Priorities.
The transition to Smarter Ways of Working has presented us with the opportunity to re-think how and where we work. With the option to access portable technology, dependent upon the requirements of the role, a lot of our people are not bound to a single workplace or traditional ways of working, with many choosing to spend a good proportion of their week working from home.
Our people told us that they value flexibility, and that choice enables them to have a better work-life balance, manage family responsibilities, enhance their personal wellbeing, and continue to deliver excellent outcomes for the residents of Solihull.
Our people are our number one asset, and our aim is to have a healthy, happy engaged and thriving workforce.
Wellbeing is at the heart of our employee offer and we are a bronze accredited West Midlands Combined Authority Thrive at Work employer. This recognises our commitment and action in support of employee wellbeing; we are currently working towards silver accreditation.
Unpaid carers carry out a key role within our community and know that this can be challenging when combined with employment. Our Carer’s Policy and the ongoing support we give to our employees has resulted in us winning Employer of the Year 2022 at the Carer Friendly Awards.
We will offer you:
- A friendly, supportive and inclusive working environment;
- Competitive salaries including, for those at the top of their scale, the opportunity to receive a non-consolidated lump sum;
- A range of flexible working options;
- Annual leave starting at 25 days and rising to 30 days after 5 years' service in addition to public holidays with an opportunity to purchase up to 10 additional days' holiday per year;
- A generous flexitime scheme (available for most roles);
- Access to the Local Government Pension Scheme;
- A wide range of learning and development opportunities;
- A range of family friendly policies;
- Employee benefits including subsidised travel passes, Cycle 2 Work Scheme, confidential Employee Assistance Programme and staff discounts.
Solihull Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees – a place where we can all be ourselves and succeed on merit.
As users of the Disability Confident Scheme, we guarantee to interview all disabled applicants who demonstrate they meet the minimum criteria for the vacancy.
Solihull Council has a responsibility for, and is committed to, safeguarding and promoting the welfare of children, young people and adults at risk, and requires all staff and volunteers to share this commitment.
For roles eligible for a Disclosure and Barring Service (DBS) check this will be indicated in the advert and supporting recruitment documents. Where the post involves working with children, other vulnerable groups or in a position of trust it is exempt from the provisions of the Rehabilitation of Offenders Act 1974. Further guidance is available at https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/945449/rehabilitation-of-offenders-guidance.pdf
Please note, where sufficient numbers of applications are received, we reserve the right to close a vacancy before the advertised closing date. We therefore advise that you submit your application as soon as possible.
- Website
- http://www.solihull.gov.uk/
- Telephone
- 0121 704 6000
- Location
-
Council House
Manor Square
Solihull
West Midlands
B91 3QB
United Kingdom
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