Customer Support and Insight Officer - #186507

Who We Are & What We Stand For

Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading - we might be the perfect match.

We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time.

We pride ourselves on our ambitious and forward-thinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive.

At Gateshead Council you’d be a highly valued member of a team that recognises and respects the skills that you bring to your role, encourages creativity and passionately advocates a great work / life balance. Our actions speak louder than words, and with flexi-time and hybrid working available across many of our roles, as well as a full suite of outstanding employee benefits, we’re confident that it isn’t just the salary that attracts our staff.

The Customer Feedback and Insights Team are responsible for providing an excellent customer experience when handling customer feedback. You’ll be joining a small, recently introduced team that’s providing a positive impact on performance with the newly revamped complaints process. We need somebody with a passion for customer service and a desire to join a team where you can really make a difference.

About The Role.

Joining a small, developing team within Group Strategy and Residential Growth you will play a prominent role in helping to build on initial improvement since a new process was launched in January 2025.

Your aim will be to deliver an enhanced customer experience that meets and exceeds regulatory requirements including the Housing Ombudsman’s Complaint Handling Code.

You will work closely with services across Housing to build strong working relationships and ensure any complaints are thoroughly investigated. You will take a leading role in coordinating a response to the customer and maintain regular contact with them, personally owning each case to ensure customers feel heard and valued.

This post will initially be a 12-month secondment until 31 May 2026, this is so we can evaluate the resources required to deliver this new approach to complaint handling.

What You'll Get To Do

• Ensure that complaints and feedback from customers are managed and responded to in line with the Council’s complaints policy and all regulatory and statutory requirements.
• Work closely with Managers and officers at all levels to deliver effective solutions to customer complaints, ensuring customer needs are fully satisfied.
• Draft complaint responses using information provided by the investigating manager to maintain a consistent Council approach.
• Assist members of the public and Council staff with enquiries and requests, including advising when a customer contact meets the Housing Ombudsman’s definition of a complaint.
• Follow the Complaints Procedure in relation to investigation, response, and timescales, liaising with investigating officers to achieve resolution and provide procedural advice.
• Monitor cases closely to ensure complaints are acknowledged and responded to within Housing Ombudsman timescales.
• Work collaboratively with other Council officers involved in customer services to ensure joined-up working and a seamless service.
• Assist the Manager in identifying complaint trends and themes to support continuous improvement.
• Build effective relationships with customers to ensure they feel valued and receive an excellent customer experience.
• Support the Manager in gathering user feedback on the complaints procedure.
• Participate in training programmes to stay updated on sector best practice and regulatory changes.
• Maintain accurate records of customer contact and complaints in line with Housing Ombudsman requirements.
• Undertake any other responsibilities appropriate to the grade of the post.
  
  

What You'll Bring

• Effective use of IT packages, including Microsoft Excel, Word, and Outlook.
• GCSE in English and Maths Grade 4 or above (or equivalent).
• Knowledge of the Housing Ombudsman Service, including its role, Complaint Handling Code, and implications for social housing providers.
• Experience working in a customer-facing role.
• Experience dealing with members of the public in a customer services environment.
• Experience handling customer feedback issues.
• Good communication skills, both written and verbal.
• Proven ability to self-start, organise workload, and work to deadlines.
• Ability to communicate effectively and sensitively with vulnerable people.
  
  

What’s In It For You

• Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: We don’t just offer a great salary we invest in your future too. Find out what benefits a Local Government Pension provides: https://twpf.info
• Generous Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.
• Flexible Working Hours: Benefit from up to 26 flexi days per year (subject to business needs), giving you more control over your time.
• Hybrid & Flexible Working: We support a healthy work-life balance with flexible and hybrid working options.
• Learning & Development: Access a wide range of training, development, and progression opportunities to help you grow your career.
• Health & Wellbeing Support: From discounted gym memberships through our partner GLL to mental health resources, we care about your wellbeing.
• Cycle to Work Scheme: Save money and stay active with our tax-efficient cycle to work programme.
• Electric & Hybrid Car Scheme: Get behind the wheel of a brand-new electric or hybrid vehicle through our salary sacrifice car scheme in partnership with NHS Fleet Solutions a cost-effective, environmentally friendly way to drive (after 12 months service).
• Exclusive Discounts & Salary Sacrifice: Through our VIVUP employee benefits platform, enjoy discounts on shopping, travel, and services plus salary sacrifice options on white goods, electronics, and more, helping you spread the cost of essential purchases (after 6 months service).
  
  

Our commitment to you

We are an equal opportunities employer and aim to have a culture and a workplace where our people feel a sense of belonging, are respected and empowered to do their best work. At Gateshead Council we are an employer who embraces, and welcomes diversity, who's truly inclusive and who demonstrates equality for all. We'll go the extra mile so that our approach is representative of the communities we serve and each other. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

How To Apply

You can apply online using the link below. Within the form, you’ll be asked for details about you, your career history, skills, experiences and qualifications.

We advise you to be as detailed and specific as possible, paying particular attention to any of the above which are relevant to the role to which you are applying.

If you have any questions about your application, please don’t hesitate to reach out to our recruitment team via

Please note: As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role. However, in high-volume recruitment situations, it may not always be practicable to interview every eligible candidate. In such cases, we may need to prioritise those who best meet the essential criteria, based on the information provided in the application.

Additionally, the Council reserves the right to close this vacancy early or adjust the shortlisting criteria, including the pass mark for interview selection, to ensure a fair and manageable recruitment process. We encourage early applications.