Advice and Support Officer

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.

Our construction colleagues have significant responsibility for the ongoing maintenance of one of the region’s largest property portfolios. With work spanning responsive and planned repairs, cyclical maintenance and emergency out of hours repairs, fire and building safety, disabled adaptations, asset improvement, stores, purchasing and waste, call handling and customer support, this is a high‑performing team operating on the front line with a truly vital role to play in ensuring safe living and working conditions for residents and employees of Gateshead.

We have exciting opportunities for Advice and Support Officer to join our brilliant team whose ambition is to deliver on the promises we make to our customers. Interested in joining a great organisation with an employee offer and experience that rivals others, then this could be an opportunity you just don’t want to miss.

You will be working as an Advice and Support Officer providing support to customers throughout the process of repairs and maintenance works to their home. As an Advice and Support Officer, you will develop positive working relationships with customers whilst providing communication and support before, during and after the works ensuring the highest level of customer support is provided. You will also be responsible for investigating and responding to Repairs and Maintenance corporate complaints and member enquiries from across the borough.

Such other responsibilities allocated that are appropriate to the grade of the post.

• 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.
• 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).

We are an equal opportunities employer and aim to have a culture and a…