At a Glance
- Tasks: Handle housing complaints and enquiries, ensuring outstanding service and compliance.
- Company: Join Darlington Borough Council, dedicated to vibrant communities and responsive services.
- Benefits: Enjoy 32 days annual leave, flexible working, and a range of employee perks.
- Other info: Blended working model after training, with excellent growth opportunities.
- Why this job: Make a real difference in residents' lives while developing your career in housing.
- Qualifications: Experience in housing complaints and strong public interaction skills.
The predicted salary is between 33119 - 35570 £ per year.
Housing Complaints Response Officer (Ref: POS013699)
Salary £33,119 - £35,570 per annum (pro rata) Salary Band £30,001 to £40,000 Post Type Permanent Hours Per Week Part time
- Job and Application details
- Categories Housing
Directorate N/A Published Date 09/09/2026 Closing Date 27/09/2026
We are looking to recruit an experienced housing professional with experience of dealing with the public, housing complaints and enquiries.
As a team we are dedicated to ensuring that we are resident focused and responsive to local needs.
We are continuously looking to improve, developing and delivering services with a wide range of partners to successfully balance social and commercially-driven expectations to create vibrant communities and neighbourhoods.
You will support us to deliver an effective complaintsservice.
This will include ensuring that we meet regulatory compliance and carrying out in-depth investigations and responses, whilst making recommendations for service improvements.
You will be expected to provide outstanding service that demonstrates corporate values, meets performance targets and improves the customer journey.
This is a 22.5 hr post which will require the working hours being spread over a minimum of 4 days per week.
For example this could be Monday to Friday 10am to 3pm, or Tuesday to Friday 8:30am to 3pm.
There will be a requirement to be office based for the first 3 months induction and training.
Following this, the role is blended so a mix of home working and office based working would be available subject to service needs.
The rewards for working at Darlington Borough Council go beyond the salary you will receive; we have numerous additional benefits such as:
- 32 days Annual Leave, plus Bank Holidays, with option to purchase additional Annual Leave (pro-rata for part time working)
- Access to the Local Government Pension Scheme with option to make Additional Voluntary Contributions
- Generous Maternity, Paternity and Adoption Leave schemes
- Staff equality forums
- Green Car Leasing Scheme
- Access to a wide range of training, learning and development
- Physiotherapy service
- Confidential counselling service
- Cycle to Work Scheme
- Dolphin Centre Fit for Life Discounts
- Local and National retailer discounts
- Vivup employee benefit app and Lifestyle Savings
- Arriva Employee Travel Club
We are looking to recruit an experienced housing professional with experience of dealing with the public, housing complaints and enquiries.
As a team we are dedicated to ensuring that we are resident focused and responsive to local needs.
We are continuously looking to improve, developing and delivering services with a wide range of partners to successfully balance social and commercially-driven expectations to create vibrant communities and neighbourhoods.
You will support us to deliver an effective complaintsservice.
This will include ensuring that we meet regulatory compliance and carrying out in-depth investigations and responses, whilst making recommendations for service improvements.
You will be expected to provide outstanding service that demonstrates corporate values, meets performance targets and improves the customer journey.
This is a 22.5 hr post which will require the working hours being spread over a minimum of 4 days per week.
For example this could be Monday to Friday 10am to 3pm, or Tuesday to Friday 8:30am to 3pm.
There will be a requirement to be office based for the first 3 months induction and training.
Following this, the role is blended so a mix of home working and office based working would be available subject to service needs.
The rewards for working at Darlington Borough Council go beyond the salary you will receive; we have numerous additional benefits such as:
- 32 days Annual Leave, plus Bank Holidays, with option to purchase additional Annual Leave (pro-rata for part time working)
- Access to the Local Government Pension Scheme with option to make Additional Voluntary Contributions
- Flexi-time scheme
- Flexible working
- Generous Maternity, Paternity and Adoption Leave schemes
- Staff equality forums
- Green Car Leasing Scheme
- Access to a wide range of training, learning and development
- Physiotherapy service
- Confidential counselling service
- Great wellbeing offer
- Cycle to Work Scheme
- Dolphin Centre Fit for Life Discounts
- Local and National retailer discounts
- Vivup employee benefit app and Lifestyle Savings
- Arriva Employee Travel Club
For the full range of benefits we offer, please see our Why work for us internet page, which also includes our Total Reward Booklet and Employee Benefit Video.
https://www. darlington. gov. uk/jobs-and-careers/why-work-for-us/
Find out further information about us and what it’s like to work for our great team by visiting the Jobs and Careers home page.
https://www. darlington. gov. uk/jobs-and-careers/
We are an equal opportunities' employer.
We welcome applicants from all sections of the community.
We aim to interview any applicant who declares a disability and meets the minimum criteria for the job.
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Housing Complaints Response Officer employer: Darlington Borough Council
Darlington Borough Council is an excellent employer, offering flexible hours and a supportive work culture that prioritises employee well-being and professional growth. With opportunities for meaningful engagement in local governance and community support, employees can expect to develop their skills while making a positive impact in the lives of residents. The council's commitment to high performance standards ensures that staff are recognised and rewarded for their contributions.
Contact Details:
Darlington Borough Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Housing Complaints Response Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Darlington Borough Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Darlington Borough Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Housing Complaints Response Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Darlington Borough Council:Your cover letter is your chance to shine! Tell us why you want to work at Darlington Borough Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Darlington Borough Council!
How to prepare for a job interview at Darlington Borough Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
