Complaints Support Officer

North Yorkshire Council; Northallerton; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Local government pension scheme with

Salary sacrifice schemes

Employee discount benefits including购物

Travel loans

Health Assured – confidential help and

Job summary

North Yorkshire Council is seeking a Complaints Support Officer in the Community Development Directorate to coordinate and manage complaints across Planning, Housing, Economic Development, and more. You will log cases, allocate to investigators, draft responses, and support MP enquiries and FOI requests with confidentiality and accuracy.

The role requires strong customer service, excellent written and verbal communication, and the ability to handle sensitive information while meeting KPI-driven

Qualifications

• Empathetic approach and high level of confidentiality.
• Excellent written and verbal communication skills.
• Ability to manage a varied workload, prioritise and meet deadlines.
• Accurate work with strong attention to detail.

Responsibilities

• Log and coordinate complaints across services.
• Allocate cases to investigating officers.
• Draft acknowledgements and responses to complaints.
• Support coordination of MP enquiries and FOI requests.
• Work with Complaints Officers and Heads of Service to deliver responses within timescales.

Skills

Customer service

Written and verbal communication

Attention to detail

Time management

Confidentiality

Tools

IT systems

Job description

An exciting opportunity has arisen to join the Community Development Directorate as a Complaints Support Officer. We are seeking a well‑organised, self‑motivated individual to provide high‑quality complaints support across a wide and diverse directorate.

This is a varied and rewarding role, offering the opportunity to develop a broad understanding of multiple service areas and gain valuable insight into the work of one of the country’s leading local authorities.

Working closely with our Complaints Officers, you will support the coordination and management of complaints across Community Development services, including Planning, Housing, Economic Development, Regeneration, Tourism and Skills, and Culture, Leisure, Arts, Libraries and Sport.

Your responsibilities will include logging and coordinating complaints, allocating cases to investigating officers, drafting acknowledgements and responses, and working alongside Complaints Officers and Heads of Service to ensure complaint responses are delivered within agreed timescales and in line with corporate policy.

You will become highly knowledgeable in the Council’s complaints procedures, including both Corporate and Housing Complaints Policies. The role also offers the opportunity to support the coordination of MP enquiries and Freedom of Information (FOI) requests, helping you to further develop your understanding of a wide range of service areas and corporate processes.

The nature of this work requires an empathetic and flexible approach, excellent customer service skills and the ability to handle sensitive information with a high level of confidentiality at all times. You will be confident using a range of IT systems, experienced in working to KPIs and able to demonstrate the ability to manage a varied workload, prioritise effectively and meet tight deadlines. Excellent written and verbal communication skills are essential, as are accuracy and strong attention to detail.

The post is based at County Hall, Northallerton.

What can we offer you?

In addition to your salary, we offer a range of great benefits to help you financially and make life a bit easier.

These include:

• a local government pension scheme with 15.1% employer contribution
• salary sacrifice schemes
• employee discount benefits including shopping, supermarkets, gym discounts and more!
• travel loans
• Health Assured – confidential help and support for your wellbeing

Key Dates

Closing Date: 27th September 2026