Investigation Support Officer in Gateshead

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 role is located in the Council’s Private Housing Team, helping to drive up standards in privately rented homes. The Team works across a broad range of housing related issues to improve private housing conditions, and to tackle housing related crime. You will provide advice to residents and landlords, assess legal compliance, support enforcement action, and manage service complaints to drive continuous improvement.

What You’ll Get To Do

• Provide a high level of customer service when receiving, recording and investigating service requests, ensuring customers are updated accordingly.
• Oversee the processing of enforcement notices, compile supporting information and documentation, and monitor compliance with enforcement action, supporting interventions and strategies to improve private housing conditions.
• Develop and improve procedures relating to enforcement action and support the training of others.
• Work with Legal Services to proactively monitor enforcement progress and support the preparation of court/tribunal documents, applications and evidence bundles.
• Maintain and update information systems, ensuring accurate records and GDPR compliant data management.
• Analyse service performance and produce reports, statistics and statutory/Government returns, and respond to information requests in line with Council policy, procedures and statutory requirements.
• Investigate debtor ability to pay, including Land Registry checks, credit checks and liaison with tenants regarding rent.
• Manage and monitor complaints in line with the Council’s Complaints Procedure and statutory/Ombudsman requirements, ensuring thorough investigation, timely acknowledgements and responses, high-quality outcomes and learning from feedback to support service improvement.
• Liaise with internal and external partners, including customer service teams, to ensure coordinated multi-agency working and a seamless, joined-up approach to improving private housing conditions.
• Prepare reports and provide advice and support to management, attending meetings as necessary.
• Manage a personal caseload, ensuring customer satisfaction and adherence to service procedures.
• Undertake such other responsibilities as are allocated and appropriate to the grade of the post.

What You’ll Bring

• 4 GCSEs Grade 4 or above (Grade C or above) including in English and Maths (or equivalent).
• Effective use of IT packages, including Microsoft Excel, Word, and Outlook.
• Working in a customer facing role, with challenging people and difficult situations.
• Communicating with a range of people, services and agencies, both verbally and in writing.
• Handling complaints, supporting resolution, and contributing to service improvement.
• Working in a clerical and administration capacity with experience of data input, ensuring record accuracy and monitoring.
• Analysing data and presenting information clearly and accurately.
• Working under pressure, organising own workload and to deadlines.
• Self-evaluating learning needs and seeking professional development.
• Handling sensitive and confidential information and of working with vulnerable people.
• Design, development and monitoring of administrative procedures in response to an identified need and to ensure they remain fit for purpose.

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.
• 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.
• 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.

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. Please note: As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role.