Frontline Housing Triage Advisor

North Northamptonshire Council; England; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Pension scheme

Generous leave entitlement (28–33 days

Hybrid and flexible working

Job summary

North Northamptonshire Council is seeking a Triage Support Officer to provide expert housing advice, prevent homelessness, and support residents in accessing safe, suitable housing. You will be part of the Housing Advice & Options team, delivering frontline customer service and handling enquiries with care and efficiency.

The role is office-based across North Northamptonshire, with responsibilities including recording enquiries, updating case records, and supporting data collection while

Qualifications

• Good level of general education to GCSE standard.
• Experience of using IT systems including Word, Outlook and databases.
• Appropriate level of data protection, security and confidentiality awareness.
• Spoken and written English fluency.
• Demonstrate good written and verbal communication skills, including telephone skills.
• Demonstrate good organisational ability, accuracy and attention to detail.
• Good numerical skills in order to handle financial information.
• Ability to prioritise workload and cope well under pressure to meet deadlines.
• Able to work independently and as an effective team member with minimum supervision.
• IT and keyboard skills, including the ability to use Microsoft Office and maintain accurate records and case files.
• Ability to build and maintain good working relationships with colleagues and customers to deliver the service.
• Ability to respond to requests for support with understanding and empathy.
• Emotional resilience and ability to deal with people who are in crisis and needing support.

Responsibilities

• Respond to customer enquiries via telephone, email, and face-to-face.
• Provide administrative support to the Housing Advice & Options Triage Team.
• Accurately record enquiries and maintain case records on specialist systems.
• Request, process, and file customer documentation.
• Manage shared inboxes, referrals, appointments, and correspondence.
• Provide basic advice and signposting to relevant services.
• Escalate urgent, complex, or safeguarding concerns as appropriate.
• Liaise with colleagues and partner agencies to support service delivery.
• Support data collection, reporting, and audit requirements.Maintain confidentiality and ensure data accuracy.
• Use Microsoft Office and housing management systems effectively.
• Work flexibly in a fast-paced environment and support team priorities.
• Complete required training and development activities.
• Comply with health and safety policies and procedures.

Skills

Communication skills

IT skills

Prioritisation

Teamwork

Attention to detail

Customer focus

Empathy under pressure

Education

GCSE level education

Tools

Microsoft Office

Databases

Housing management systems

Job description

North Northamptonshire Council is seeking a Triage Support Officer to provide expert housing advice, prevent homelessness, and support residents in accessing safe, suitable housing. You will be part of the Housing Advice & Options team, delivering frontline customer service and handling enquiries with care and efficiency.

The role is office-based across North Northamptonshire, with responsibilities including recording enquiries, updating case records, and supporting data collection while