Housing Triage Specialist - Frontline Support

North Northamptonshire Council; Kettering; On-site; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Pension scheme with life cover

Flexible/hybrid working

Generous leave entitlement (28–33 days

Employee Assistance Programme

Job summary

North Northamptonshire Council is recruiting for a Housing Advice & Options Triage Officer to help residents access safe and suitable housing. You will provide frontline customer service and administrative support within the Housing Advice & Options team.

Working in the office-based Triage Team, you will triage enquiries, record information accurately, and manage case files using specialist housing systems while delivering timely interventions with empathy.

Qualifications

• General education to GCSE standard.
• Experience with Word, Outlook and databases.
• Fluent spoken and written English.
• Good numerical skills for handling financial information.
• Strong organisational skills and attention to detail.

Responsibilities

• Respond to customer enquiries by phone, email, and in person.
• Provide admin support to the Housing Advice & Options Triage Team.
• Record enquiries and maintain case records on housing systems.
• Manage shared inboxes, referrals, appointments and correspondence.
• Provide basic advice and signposting to services.
• Escalate urgent or safeguarding concerns.
• Collaborate with colleagues and partner agencies.
• Support data collection, reporting and audits.
• Maintain confidentiality and data accuracy.
• Use Microsoft Office and housing systems effectively.
• Work flexibly in a fast-paced environment.
• Complete required training and health & safety compliance.

Skills

IT & Office skills

Communication skills

English fluency

Organisational ability

Education

GCSE level education

Tools

Microsoft Office

Housing management systems

Job description

North Northamptonshire Council is recruiting for a Housing Advice & Options Triage Officer to help residents access safe and suitable housing. You will provide frontline customer service and administrative support within the Housing Advice & Options team.

Working in the office-based Triage Team, you will triage enquiries, record information accurately, and manage case files using specialist housing systems while delivering timely interventions with empathy.