Complaints Support Officer

Kirklees Metropolitan Council; Northallerton; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

LGPS 15.1%

Salary sacrifice

Employee discounts

Travel loans

Wellbeing support

Job summary

North Yorkshire Council is seeking a well‑organised Complaints Support Officer to log and coordinate complaints across the Community Development directorate.

You will work with Complaints Officers to allocate cases, draft responses, and ensure timely delivery in line with corporate policies. The role also supports MP enquiries and FOI requests, requiring confidentiality and excellent IT skills.

Qualifications

• Experience coordinating and logging complaints across multiple service areas.
• Ability to draft acknowledgements and responses to complaints.
• Strong written and verbal communication skills and high attention to detail.

Responsibilities

• Log and coordinate complaints and allocate cases to investigating officers.
• Draft acknowledgements and responses to complaints.
• Ensure responses are delivered within timescales and policy.
• Support MP enquiries and FOI requests as needed.

Skills

Complaint handling

Coordination

Communication

Attention to detail

Confidentiality

IT systems

KPIs

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 Documents

Job Description

Total Rewards Brochure

Key Dates

Closing Date: 27th September 2026

Company: North Yorkshire Council

Salary: £28,153 – £30,023 per annum

Location: Northallerton, North Yorkshire

Sector: Leisure and Culture

Sector: Public and Third sector

Job Role: Officer