Role Overview
We are looking for a Appeals and Complaints Officer who will play a key role in helping the Council deliver high-quality, timely and fair complaint responses in line with the Housing Ombudsman Code, the emerging requirements of the Housing Regulator, and our commitment to providing an excellent customer experience.
Responsibilities
- Oversee effective processes for receiving, recording, managing and reporting on housing complaints.
- Support managers to prepare well‑reasoned, customer‑focused responses that meet the expectations of the Housing Ombudsman.
- Monitor actions and learning arising from cases, helping services embed improvements and demonstrate compliance.
- Work collaboratively with colleagues across Housing, Legal, Customer Relations and other partners to ensure a consistent and high‑quality approach to complaint handling.
- Prepare reports, summaries and data to support performance management and service learning.
- Build strong working relationships across the service – offering advice, challenging and supporting in equal measure.
Qualifications & Attributes
- Exceptionally organised – able to manage competing priorities, keep tight control of deadlines and maintain high standards of accuracy.
- A confident communicator – skilled at advising managers, writing clear responses, and explaining complex issues simply.
- Relationship‑focused – able to build trust with service managers and influence effectively without authority.
- Solution‑oriented – someone who sees opportunities for improvement and isn’t afraid to challenge or make suggestions.
- Curious and analytical – skilled at turning casework trends into meaningful insight and service learning.
Application Information
Any communication sent to you regarding your application will be sent to the email address you have set up on your Northeast Jobs account, so you will need to ensure that you check your inbox.
Are you the right fit?
Are you highly organised, great with people, and motivated by helping services get things right for residents? Do you thrive in a fast‑paced environment where no two days are the same? If so, we’d love you to join our growing Complaints and Customer Relations Team.
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