Senior Contact and Response Officer Full Time

North Northamptonshire Council; Corby; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A local government authority in Corby is seeking experienced Senior Contact and Response Officers to manage services and support vulnerable residents. Candidates should have strong leadership skills, experience in a contact centre linked to supported living, and a commitment to compassion alongside compliance. Benefits include a competitive salary, pension scheme, generous leave, and flexible working arrangements.

Benefits

Competitive salary

Pension scheme

Generous leave entitlement

Hybrid working arrangements

Qualifications

• Experience of managing a contact centre, preferably linked to supported living services.
• Excellent people-management skills with the ability to motivate staff.
• Sound understanding of safeguarding and housing management.

Responsibilities

• Lead and support the management of the Contact and Response centre.
• Monitor compliance and safety across service schemes.
• Respond to sensitive resident issues and safeguarding concerns.

Skills

Leadership

Communication

Problem-solving

Empathy

Job description

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About the role

Senior Contact and Response Officers × 2

We're not just restructuring - we're reinventing how housing services are delivered. Come and be part of the change.

What will you be doing?

You'll lead and support the day-to-day management of the Contact and Response centre and staff. Your work will include:

• Providing direction, coaching and line management to Officers.
• Monitoring health & safety, fire safety and compliance across schemes.
• Ensuring consistent, high-quality services for older and vulnerable residents.
• Responding to complex or sensitive resident issues and safeguarding concerns.
• Supporting the organisation of activities that reduce isolation and promote wellbeing.
• Building strong working relationships with Housing Officers, Tenancy Support, Caretakers and external partners.
• Driving service improvements and identifying new ways to enhance resident experience.
• Acting as the main point of escalation for scheme-related enquiries or incidents.

About you

We're looking for an experienced and motivated housing professional with strong leadership skills and a genuine commitment to supporting older and vulnerable people.

What you'll bring to the role:

• Passion, Resilience, Innovation, Drive and Energy – with a commitment to Working Together to Achieve Success.
• Experience of managing a contact centre preferably linked to the provision of sheltered, supported or independent-living services.
• Excellent people-management skills with the ability to lead, coach and motivate staff.
• A sound understanding of safeguarding, support planning and housing management.
• Strong communication and interpersonal skills – approachable, empathetic and confident.
• The ability to balance compassion with compliance, ensuring services meet high standards.
• A proactive, problem-solving approach with a focus on continuous improvement.

Our benefits

Here at North Northamptonshire Council, we're transforming for the better, using all our creativity and imagination to create the best life for our local people.

• a competitive salary
• a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
• lots of opportunities to develop your skills, knowledge and potential in a large unitary council
• generous leave entitlement (28 days, rising to 33 days) and bank holidays, plus the option to buy up to an extra 10 days
• hybrid and flexible working arrangements, where practicable for service needs to help you with a healthy work-life balance.

About us

North Northamptonshire Council re-signed the Armed Forces Covenant in June 2024 which highlights the Council's pledge to support the Armed Forces community. The council obtained the silver status award for the Defence Employer Recognition Scheme (ERS) and we are now currently working towards achieving Gold status.

Our values and behaviours

Customer-focused
Respectful
Efficient
Supportive
Trustworthy

Our key commitments

Our key commitments help ensure that the priorities we make, now and in the future, maintain the necessary breadth of focus in those areas that we believe matter most.

We are proud to be a recognised Disability Confident Employer and is committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role.