Performance Support Officer

SOHL ASSOCIATES LIMITED; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A public service organization in the City of London is seeking a candidate to support the Performance Team in managing enquiries, complaints, and recruitment processes. This role involves ensuring compliance with policies, coordinating decision-making, and collating performance data. Ideal candidates will have strong communication skills, experience in HR processes, and a commitment to service delivery improvements.

Qualifications

• Experience in handling enquiries, complaints, and FOI requests.
• Experience with HR processes and supporting decision‑making.

Responsibilities

• Log and allocate new enquiries and complaints, including drafting responses.
• Support the Governance and Resources Officer by managing decision reports.
• Assist in coordinating the recruitment process, ensuring compliance with procedures.
• Collate performance data and prepare regular reports for the Directorate.

Skills

Excellent communication and organisational skills

Knowledge of governance, complaints handling, and recruitment processes

Strong attention to detail

Job description

Purpose of the Job

Support the Performance Team in managing member enquiries, complaints, FOI requests, and other related tasks. Ensure compliance with departmental standards, meet target timescales, and assist in performance reporting. Coordinate HR processes for recruitment within DRES and monitor decision‑making processes.

Responsibilities

Manage Complaints, Enquiries, and FOIs

• Log and allocate new enquiries and complaints, draft responses, and liaise with colleagues to ensure timely responses.
• Ensure proper procedures for handling complaints and provide coverage for the Complaints and Enquiries Officer as needed.
• Coordinate Subject Access Requests, ensuring personal data is handled and redacted appropriately.

Decision‑Making Process

• Support the Governance and Resources Officer in managing decision reports through the Council’s decision‑making process.
• Advise officers on appropriate approval routes and maintain the DRES Forward Plan to ensure timely reporting.

Recruitment and HR Support

• Assist in coordinating the recruitment process, ensuring correct documentation and compliance with recruitment procedures.
• Advise managers on best recruitment practices and maintain an up‑to‑date recruitment log.

Performance and Reporting

• Collate performance data for the Directorate and assist the Performance Team Leader in preparing regular reports.
• Ensure the Directorate’s inventory of assets and equipment is up to date, reporting annually to the DMT.

Cross‑Departmental Collaboration

• Work with internal and external partners on complaints, FOIs, and archiving.
• Provide administrative support for internal and external service enquiries, including those from the Council website.

General Administrative Duties

• Respond to information requests and demographic data queries, ensuring accessible, timely responses.
• Support the Council’s policies on equal opportunities, customer care, and health & safety.

Professional Development and Flexibility

• Stay current with Council governance, HR procedures, complaints, and data protection regulations.
• Participate in training and development, and be flexible to undertake other duties as required by the Council.

Person Specification

Skills & Knowledge

• Excellent communication and organisational skills.
• Knowledge of governance, complaints handling, and recruitment processes.
• Strong attention to detail, particularly in data management and report preparation.

Experience

• Experience in handling enquiries, complaints, and FOI requests.
• Experience with HR processes and supporting decision‑making.

Personal Attributes

• Ability to work under pressure and meet deadlines.
• Team player with a commitment to improving service delivery and customer care.
• Proactive and adaptable to change.

Additional Information

• Hours Per Week: 35.00
• Start Date: 17/11/2025
• End Date: 16/05/2026
• Start Time: 09:00
• End Time: 17:00
• Must be able to start as soon as and free for 6 months