Triage Officer NCCHS

ESPO Trading Limited; East Midlands; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A public service organization in the East Midlands is looking for a Triage Officer to enhance their Customer Service Centre. This role involves diagnosing housing repairs, validating work orders, and ensuring they are prioritized appropriately. The ideal candidate will possess knowledge of housing repairs, strong communication skills, and a commitment to excellent customer service. The position is hybrid, offering a blend of office and home working with a competitive salary and various employee benefits.

Benefits

26 days annual leave

Defined benefit pension scheme

Health and wellbeing benefits

Discounted memberships

Qualifications

• Detail-oriented and customer-focused.
• Evidence of working successfully in partnership across different sectors.
• Drive and motivation to deliver against challenging objectives.

Responsibilities

• Provide technical support in diagnosing housing repairs.
• Validate work orders and prioritize repairs.
• Contact residents to clarify repair needs.

Skills

Understanding of social housing maintenance

Ability to interpret technical repair information

Understanding of Awaab’s Law

Problem-solving skills

Decision-making skills

Job description

Contract Type: Internal secondment/fixed term contract opportunity for 2 years

Working Hours: 37 hours per week, Monday – Friday, 8:30am – 4:50pm

Worker Type: Hybrid – a mixture of office and home working is to be expected

We’ve got an exciting opportunity available for talented individuals to join our team as Triage Officers - perhaps this is the opportunity you’ve been looking for? Read on to find out more…

About the Role

We are looking for detail-oriented and customer-focused Triage Officers to join our Housing Services team. This key role enhances the effectiveness of our Customer Service Centre by providing technical support in correctly diagnosing housing repairs, validating work orders, and ensuring repairs are prioritised appropriately.

You’ll work closely with Customer Service centre operatives, residents and contractors to ensure repair requests are accurate, cost-effective, and aligned with service level agreements. Your responsibilities will include reviewing work orders, contacting residents to clarify repair needs, and applying policy frameworks to assign response times.

You’ll also help identify service trends, elevate complex cases, and contribute to continuous improvement by sharing insights with internal teams. This role is ideal for someone with Housing Repair knowledge, strong communication skills, a proactive approach, and a commitment to delivering excellent customer service.

About You

The ideal candidate will have:

• Understanding of social housing maintenance standards and repairs diagnostics.
• Ability to interpret technical repair information and apply policy judgement.
• Understanding of Awaab’s Law and emergency repair protocols.
• Evidence of working successfully in partnership across different sectors, building and maintaining good working relationships.
• Drive and motivation, ability to deliver against challenging objectives.
• Problem‑solving and decision‑making in a fast‑paced environment.

Full duties of the job description can be found here.

Please ensure you demonstrate clearly how you meet the 6 requirements in your CV & supporting document.

Closing Date: 23rd January 2026 (11:59pm) – Please note there may be occasions where we close the advert before the closing date, and we encourage you to apply as soon as possible.

Thank you for your interest in working for Nottingham City Council. As one of the largest employers in Nottingham we offer a wide range of roles across a range of services. In return for your skill, drive and commitment to serving the people of Nottingham, we can help you develop an exciting and rewarding career, with access to the following benefits.

In addition to working within a great team and a competitive salary you will have access to:

• 26 days annual leave (rising to 33 days after 5 years’ service) + bank holidays with the ability to buy additional leave annually
• Access to a generous, defined benefit pension scheme offering 17.9%
• Smart Working – to support your work‑life balance
• Health and wellbeing benefits including access to our Employee Assistance Programme
• Discounted membership at selected local sports and fitness centres, cinema, shopping and much more!

Nottingham City Council is committed to recruiting a talented workforce that reflects the communities we serve. We are a fair and inclusive employer and welcome applications from people from all backgrounds and with different abilities. We recruit for diversity and value difference.

We particularly want to hear from you if you are from Minority Ethnic communities, identify within the Lesbian, Gay, Bisexual, Transgender and Queer+ community (LGBTQ+) and if you are Disabled – these groups of people are underrepresented in our workforce, and we’d like to reflect our local population more through our recruitment processes.

We are supportive of flexible working arrangements wherever possible and we would encourage you to discuss this with us during the selection process, if this is something you are interested in.

Job Info

• Job Identification 6749
• Posting Date 01/09/2026, 02:40 PM
• Locations HARVEY ROAD DEPOT, Nottingham, NG8 3BB, GB