Appeals and Complaints Officer

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.

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.

About the role
In this role, you will be the central point of coordination for housing-related complaints, working closely with managers across the Housing & Communities service to support them in drafting clear, accurate and compassionate responses.

You’ll bring structure and calm to a busy workload, tracking cases, monitoring deadlines, advising managers, and ensuring every complaint is handled efficiently, consistently and in line with statutory and regulatory standards.

You will:

• 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, challenge and support in equal measure.

About you
We’re looking for someone who is:

• 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.

Why join Newcastle City Council?
This is an exciting time to join us. The Housing Ombudsman Code and strengthened regulatory standards mean local authorities must demonstrate high-quality complaint handling, clear learning, and a strong resident-focused culture. You’ll be at the heart of that work, shaping how we improve, how we respond, and how we deliver better outcomes for tenants and residents.

You’ll join a supportive, knowledgeable team that values professionalism, continuous improvement and collaborative working. We’ll give you the tools, coaching and flexibility you need to succeed.

Apply now
If you’re passionate about delivering excellent customer experiences, confident working at pace, and motivated by making a real difference to residents, we’d be delighted to hear from you. For more information about the role you can contact Sara Livingstone, Complaints Lead (Housing) at [email protected] or call 0191 278 7878

Apply online at , select 'Apply Now' and complete our online application form. Before completing the form please ensure you read the supporting documents.

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