Response Officer

Manchester City Council; Manchester; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Generous holiday entitlement up to 26+

UK pension scheme enrollment

Volunteering days and MCC+ perks

Job summary

Manchester City Council is looking for a Response Officer to support the Community Alarm Technology Enabled Care (CATEC) service. You will handle calls in a busy control room and respond in person to assist citizens in their own homes, updating records across multiple IT systems.

The role requires a full UK driving license as you may drive MCC vehicles to respond to homes. The position operates on a 24-hour rota, including early, late and night shifts, with weekend coverage.

Qualifications

• Experience in call handling in a busy control room or similar environment.
• Ability to navigate multiple web-based systems and IT platforms.

Responsibilities

• Handle calls and triage in a busy control room.
• Respond to citizens in their homes as part of TEC/be care supported by a team.
• Install TEC devices in citizens’ homes where required.
• Maintain records and update IT systems during calls.
• Work a 24-hour rota including early, late and night shifts, weekends.

Skills

Call handling

Multi-tasking

Digital platforms

Driving licence

Tools

CRM systems

Record management

Job description

Working hours: 35 Hours Per Week, Shift working including early, late and night shifts

Contract type: Permanent

Working Style: On Site

Additional payments: 20% Flexibility Payment

Closing date: 2 October 2026

Interview method: In Person

Applicants must have existing right to work in the UK, as visa sponsorship is not available for this position.

This Role Is Subject To

• Legal right to Work: In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This is not a role we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship.
• 2 References - where possible we require 3 years' history.
• Medical Clearance - Pre-placement health assessment
• Driving Licence - The successful candidate must always hold a full valid driving licence as you will be required to drive a vehicle adhering to council regulations.
• DBS (Disclosure and Barring Service) clearance - this post is covered by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (amended in 2013). Appointable candidates will be required to apply for an Enhanced Disclosure and Barring Service (DBS) check. Information provided by you or the DBS will be dealt with in a confidential manner and in accordance with the DBS Code of Practice which can be viewed here. We have a policy on the Employment of Ex-Offenders and it is available upon request.

Use of Artificial Intelligence (AI)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.

CATEC (Community Alarm Technology Enabled Care) offer a monitor and response service to over 4,900 vulnerable people citywide, the technology we provide aims to keep people in their own homes to help them maintain their independence.

We support families and carers and work closely with stakeholder such as NHS hospital and community teams, care agencies and teams within Adult Social Care.

As a Response Officer, you’ll help citizens maintain independence in their own homes, supported by a collaborative, caring team.

The Response Officers work on a 24-hour rota including early, late and night shifts, weekends 365 days a year 24 hours a day. The CATEC team consists of Response Officers, Business Support Officers and Installation Officers.

The role of Response Officer is a dual role made up of call handling in a busy control room and responding in person to support out citizens in their own homes who have usually fallen, updating records by using different IT systems, decision making and installing some TEC devices in people’s homes.

The control room manages approximately 25,000 calls per month, generated through activations from various Technology Enabled Care (TEC) devices. These calls are received and triaged by Response Officers using a digital call handling platform. For this aspect of the role, candidates must demonstrate confidence in navigating multiple web-based systems, possess strong multitasking abilities, and be capable of making timely decisions in a fast-paced and dynamic environment.

The successful candidates will enjoy working as part of a team and display a willingness to learn and develop new and existing skills.

A requirement for the role is that the candidate to always hold a full UK driving license which means they are able to drive both manual and automatic vehicles as it requires driving Manchester City Council Vehicles whilst responding to citizens' own homes.

We’re the local council for one of the UK’s most vibrant and diverse cities.

Working for Manchester isn’t just a job - it’s an opportunity to contribute to a city that leads change and transforms lives. Whether it’s strengthening communities or driving innovation in public services, you’ll play a vital role in creating opportunities and shaping a brighter future for everyone.

Our Manchester Is Our Vision For a Fairer, Greener, And Healthier City - a Vision Shaped By The People Of Manchester. It Guides Everything We Do At The Council And Is Brought To Life Through The Our Manchester Behaviours

• We take time to listen and understand
• We work together and trust each other
• We show that we value our differences and treat each other fairly
• We ‘own it’ and we’re not afraid to try new things
• We’re proud and passionate about Manchester

Benefits We Offer

• Generous holiday allowance - Enjoy up to 26 days annual leave per year plus bank holidays. Increasing to 31 days after five years of local government service. Want more leave? You can purchase up to two additional weeks.
• A buzzing pension - You’ll be enrolled in the UK’s largest local government pension scheme, with plenty of options to top up your benefits. Includes life cover of three-times your salary as a lump sum.
• Enhanced parental and carers leave - Take advantage of our enhanced family leave options, designed to provide ample time for you to bond with your new born or support your family during critical life events.
• Brilliant perks - Access a range of discounts, from saving on the weekly shop to holidays and days out with MCR+. Plus discounts on phone contracts, cycle to work scheme, free flu jabs and eye tests, and more.
• Learn and grow - We are dedicated to nurturing talent and providing you with the tools to thrive. Take part in a diverse set of learning opportunities, from workshops and training sessions through to apprenticeships and qualifications. All this begins with our comprehensive onboarding process.
• A Good Employment Charter member - We are committed to offering secure, flexible work and embedding fairness into everything we do. We review pay annually, recognize three trade unions, and are constantly working to offer the best possible health and wellbeing support throughout all stages of your working life.
• Up to 3 days volunteering leave - Give back to the community with three days pro-rate of paid volunteering leave, in addition to existing benefits.

Creating an Inclusive Team at Manchester City Council

At Manchester City Council, we’re dedicated to creating a workplace that truly reflects the diversity of the communities we serve. We actively welcome applications from people of all ages and backgrounds, particularly from Black, Asian, and Minority Ethnic communities, Disabled people and young people.

Support During the Process

• Interview Adjustments: Let us know if you need any adjustments to demonstrate your suitability during the interview.
• Accessible Formats: Our ReciteMe tool can be accessed through the "Accessibility tools" button at the top of our careers page. This tool offers features like text-to-speech, translation into multiple languages, and adjustable text size and colour to make our site more accessible for everyone.

Requirements

• Members of the Armed Forces members or veterans
• Current or former care leavers
• Have a disability or long-term condition
• Have you completed the GM Elevate (Leadership Development) Programme or any MCC positive action programmes?

When You Join Us

We’re a Disability Confident Employer, Offering

• A workplace adjustment hub which provides specialist support, advice and guidance to ensure you have the adjustments needed to thrive at work.
• Disabled Staff Network, Neurodiversity Staff Network and Mental Health Staff Network that provides a safe inclusive space to share experiences and opportunities to influence council practice.
• A strong commitment to ensuring all information adheres to accessibility standards and that our workplaces are accessible and disability-friendly.

What we will need from you if

In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This is not a role we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship.

These checks are an important part of our commitment to ensuring the safety and security of our workforce and the community we serve.

Other Relevant Information

We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we’ll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role.

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