Complaints Support Officer (Full Time)

New Start; Northallerton; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Pension (LGPS)

Salary sacrifice

Employee discounts

Travel loans

Health Assured

Job summary

North Yorkshire Council is seeking a Complaints Support Officer in Northallerton. The role involves coordinating complaints across Planning, Housing, Economic Development, Regeneration, Tourism and Culture, and ensuring timely responses.

You will log and manage cases, draft acknowledgements, support MP enquiries and FOI requests, while maintaining confidentiality and accuracy. The post is based at County Hall, Northallerton with a range of benefits offered.

Qualifications

• Well-organised and self-motivated.
• Excellent written and verbal communication.
• Strong customer service skills and confidentiality.
• Ability to log, coordinate and track complaints to deadlines.

Responsibilities

• Log and coordinate complaints across Community Development services.
• Allocate cases to investigating officers and draft acknowledgements and responses.
• Ensure responses are delivered within agreed timescales and in line with policy.
• Develop knowledge of Corporate and Housing Complaints Procedures.

Skills

Organisational skills

Communication skills

Customer service

Attention to detail

Time management

Job description

Jobs

Complaints Support Officer

Salary

£28,153 - £30,023 per annum

Expires

27/09/2026

Company

North Yorkshire Council

Location

Northallerton, North Yorkshire

Job Type

Full Time

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

Click on our Total Rewards Brochure at the bottom of this advert to see the full range of benefits.

For more information about the role, please contact Victoria Seaman: [e-mail]

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