Complaints Officer

Are you highly organised, quick-thinking, and passionate about helping services get things right for residents? Do you enjoy working in a fast-moving environment where attention to detail, strong relationships and clear communication really matter? If so, this could be the perfect opportunity for you.

We are looking for a Complaints Officer to join our Complaints and Customer Relations Team. This role supports Housing & Communities to deliver high-quality, timely and fair complaint responses in line with the Housing Ombudsman Code and the expectations of the Regulator of Social Housing.

About the role
You’ll play a key part in how we manage and learn from complaints across housing services. Working closely with managers, you’ll support the smooth handling of cases—from initial recording through to response and learning.

You will:

• Support the development and day-to-day operation of systems and processes for handling housing complaints and enquiries.
• Collate and analyse casework information to prepare summaries, chronologies and reports—often at pace and to tight deadlines.
• Assist with Housing Ombudsman enquiries, preparing clear and accurate information from multiple sources.
• Review case records to ensure managers have everything they need to provide a complete, high-quality response.
• Work with Lead Specialists to prioritise cases, progress individual complaints and ensure regulatory timescales are met.
• Contribute to briefings, guidance and training to help managers improve their complaint handling practice.
• Build and maintain strong working relationships with managers, senior managers, legal colleagues and other partners to support effective resolution and learning.

About you:
We’re looking for someone who is:

• Highly organised – skilled at juggling multiple cases, tracking deadlines and keeping systems up to date.
• A great communicator – confident in writing clear case summaries, explaining requirements to managers, and presenting information logically.
• Relationship-focused – able to influence and support housing managers to improve the quality of responses.
• Analytical – comfortable reviewing evidence, identifying gaps, and pulling together accurate chronologies.
• Proactive and curious – keen to spot themes, contribute to service learning, and help improve processes.

Why join Newcastle City Council?
This is an exciting time for housing services nationally, with stronger standards and greater expectations from both the Housing Ombudsman and the Regulator of Social Housing. You’ll be directly involved in helping the Council meet these expectations—supporting better outcomes for tenants and promoting a culture of fairness, transparency and learning.

You’ll be part of a supportive team that values collaboration, professionalism and continuous improvement. We’ll give you the tools and development opportunities you need to grow and make a real difference.

Apply now
If you’re organised, motivated, and ready to support high-quality housing complaint handling that genuinely improves services for residents, we’d love to hear from you.

If you would like further information about this role, please contact Sara Livingstone, Complaints Lead (Housing) at [email protected] or on 0191 2787878.

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

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.