Governance 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’ll 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 Legal team provides comprehensive advice and support across both contentious and noncontentious matters, helping to ensure lawful, robust, and high-quality decision making across the organisation. The team covers a broad portfolio of specialist areas, including Commercial and Regulatory Law, Litigation, and Property, Planning and Highways. The team plays a vital role in enabling effective service delivery and protecting Gateshead Council's interests.

This is a dynamic, solutions-focused team supporting colleagues at every level.

As a Governance Officer
, you will investigate and resolve complaints in accordance with the Council’s policies and procedures, statutory processes and responsibilities and best practice and assist with the collation and publication of complaints-handling information in line with publishing requirements.

The role involves supporting the Principal Complaints Officer in their role as Ombudsman Link Officer, and the provision of advice and assistance to managers, directors and the Chief Executive with timely and effective complaints-handling.

You will need to establish and maintain a good working relationship with Members and officers throughout the Council and its partners, actively promoting understanding of the role of the complaints process. You will also support the provision of appropriate training and development opportunities for officers and others engaged in the complaints process.

You should be aware of all legal requirements and good practice in relation to the complaints function and advise the Governance Manager accordingly so that the Council meets all its statutory obligations and that learning from complaints can contribute actively to improved performance.

You will work with Councillors in the handling of enquiries from members of the public, collating and sharing relevant information from across the organization in a timely manner. This involves recording and classifying Councillor enquiries to enable the organization to use enquiries as a source of information for learning and development and to shape future service delivery.

• Decisions regarding the redaction of information from documents under relevant legal requirements
• Advice on the interpretation of legislation, policy and guidance
• Ensuring the accuracy and quality of information for release under relevant information legislation
• Improve transparency and confidence in the democratic processes
• Work with colleagues to ensure that the processes for making enquiries and complaints and for requesting information are accessible
• Undertake any other tasks consistent with the job purpose and grading of this post

• GCSE English and Maths, Grade 4 or above (or equivalent qualifications), or relevant experience.
• Strong understanding of governance within local authorities, including the importance of accountability and decision-making processes.
• Knowledge of complaints handling, Councillor enquiries, and relevant statutory requirements, with the ability to apply good practice.
• Experience working in a public sector and/or customer-facing environment, delivering high-quality service to a range of stakeholders.
• Excellent communication and interpersonal…