Customer Relations Officer

North East Combined Authority; North Tyneside; Remote; GBP 26,000 - 34,000; Full time

Job summary

North Tyneside Council’s Housing and Property Services Team is seeking an enthusiastic, self-motivated individual to investigate and respond to Customer Complaints, Enquiries and Requests.

The role requires excellent communication and time management to meet statutory deadlines and respond to a wide range of enquiries with different priorities. The post holder will analyse trends to inform service improvements and engage with residents to resolve issues.

Qualifications

• Excellent communication and interpersonal skills with a positive approach to teamwork.
• Ability to conduct research and carry out investigations independently.
• Able to meet statutory deadlines and respond to a wide range of enquiries with different priorities.

Responsibilities

• Investigate and respond to customer complaints, enquiries and requests.
• Ensure high quality responses in line with council values and legislation.
• Analyse trends and data to inform service improvement.
• Engage with stakeholders, elected members, residents to resolve issues.

Skills

Communication skills

Interpersonal skills

Time management

Independent working

Stakeholder engagement

Research and investigations

Job description

North Tyneside Council’s Housing and Property Services Team is seeking an enthusiastic, self-motivated, and experienced individual with the necessary skills to effectively investigate and respond to Customer Complaints, Enquiries and Requests.

The successful candidate

The successful candidate must have excellent communication and interpersonal skills with a positive approach to teamwork and co-operation whilst also being able to challenge and query information. They must also be able to conduct research and carry out investigations independently.

The role is highly deadline orientated and requires excellent time management to meet statutory deadlines and respond to a wide range of enquiries with different priorities.

The post holder will be responsible for ensuring that all customers receive a high quality response to complaints and enquiries in accordance with our organisations values, ambition, and legislative requirements.

A knowledge of customer complaints, procedures and statutory complaint legislation is essential.

The role also involves analysis and monitoring of trends and data to inform service improvement and improve overall satisfaction of our residents.

You will be joining a busy team and will need to be able to work independently and use your own initiative to engage with stakeholders, elected members, residents, to resolve issues and complaints and contribute to service improvement.

Contact:

For an informal discussion contact Simon Campbell – Customer Relations Manager on 0191 643 7748 or email: [e-mail]

Why North Tyneside Council?

Our People First strategy is our promise to make North Tyneside Council an exceptional place to work, where everyone can thrive and flourish. A place where people want to work, where joining our team is an exciting prospect, staying with us feels like a great decision, and building your career at North Tyneside Council is a natural progression.

As part of our People First strategy, we are committed to creating a workplace that reflects the diverse communities we serve. We believe that diversity, equity, and inclusion are fundamental to our success and the well‑being of our employees and residents. Our goal is to foster an environment where everyone feels welcome, safe and valued.

Together, we’re crafting a workplace that’s built on our values and a shared commitment to making a difference. If you are passionate and committed about making a difference and want to work somewhere where you can make positive change, we will provide the right environment for you to excel.

Alongside our People First strategy, we are committed to safeguarding and promoting the welfare of children and young people, and adults at risk of harm. All staff and volunteers are expected to share this commitment and to familiarise themselves with all relevant policies, procedures and guidance. Within North Tyneside, safeguarding is everybody’s business.

Require a reasonable adjustment? If you feel a reasonable adjustment will provide additional support in both the recruitment process and within the workplace, please indicate this to the hiring manager on your application. Declaring a reasonable adjustment will not subject you to any form of discrimination when determining which applicants are successful for interview and employment with us.

Our Carbon Net-Zero 2030 Action Plan

In 2019, North Tyneside Council declared a climate emergency. This declaration set a target to reduce the carbon footprint of the council’s operations, and the borough, by 50% by 2023 and to align to the Government’s net zero target of 2050.

We recognise the significant role we can play in the borough in helping to limit climate change, but we can’t do this alone; we need help from all our residents, businesses, voluntary and community sectors and of course all those who apply and work for us. Together we can make North Tyneside a sustainable place to live and work for everyone in the borough.

To learn more about Our Carbon Net-Zero 2030 Action Plan, click here.

Learn More

For further information about North Tyneside Council, the benefits of working for us, candidate support, and the many attractions of working and living in North Tyneside please see the council’s “work for us" page here.

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