Job Details

Job Description – Complaints and Information Assistant (Band 7)

Location: Town Hall, Darlington, DL1 5QT (Hybrid Working)
Hours: 37 hours per week (Monday to Friday)
Contract: Temporary
Start Date: 3 August 2026

About the Role

Darlington Borough Council is seeking a professional and customer-focused Complaints and Information Assistant to join the Policy, Performance and Review team. This is an excellent opportunity for an individual with strong communication and administrative skills who is committed to delivering a high standard of customer service.

The successful candidate will be responsible for responding to customer enquiries and complaints, providing accurate information and advice, and supporting the effective administration of the Council’s complaints process. The role requires excellent organisational skills, attention to detail, and the ability to communicate confidently with a wide range of customers and colleagues.

This is a hybrid working position, with a requirement to attend the Town Hall as needed.

Key Responsibilities

• Respond to customer enquiries and complaints professionally via telephone, email, written correspondence, and face-to-face.
• Investigate complaints and gather relevant information to support timely and accurate responses.
• Provide clear, accurate advice and information in line with Council policies and procedures.
• Maintain accurate records, databases, and case management systems.
• Produce written correspondence, reports, and documentation to a high standard.
• Work collaboratively with colleagues across departments to resolve customer issues effectively.
• Ensure all work is completed in accordance with data protection, confidentiality, and information governance requirements.
• Support the administration of complaints and information requests, ensuring deadlines are met.
• Contribute to maintaining high standards of customer service across the organisation.

Person Specification

Essential Criteria

• Excellent customer service skills with a commitment to delivering a positive customer experience.
• Experience of dealing with dissatisfied customers by telephone and in person.
• Strong verbal and written communication skills with the ability to communicate effectively with a wide range of audiences.
• Good organisational skills with the ability to manage competing priorities.
• IT literate with experience using Microsoft Word, Excel, Outlook, and other office software.
• Ability to work effectively both independently and as part of a team.
• High level of accuracy and attention to detail.
• Professional approach with excellent interpersonal skills.

Desirable Criteria

• Experience of handling Freedom of Information (FOI) requests.
• Previous experience working within a local authority or public sector environment.
• Knowledge of complaints handling procedures and information governance.

What We’re Looking For

We are looking for someone who is approachable, resilient, and able to remain calm when dealing with challenging situations. The successful candidate will have excellent administrative and communication skills, enjoy working with people, and be committed to delivering an efficient and professional service.