Triage Support Officer

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

About The Role

Providing expert housing advice, preventing homelessness, and delivering responsive support to help people access safe and suitable housing. Housing Solutions brings together four key service areas: Housing Advice & Options, Housing Allocations, Single Homelessness, and Accommodation Services. As part of the Housing Advice & Options team, you will play an important role in supporting the delivery of high-quality housing and homelessness services across North Northamptonshire.

About The Role

Providing expert housing advice, preventing homelessness, and delivering responsive support to help people access safe and suitable housing. Housing Solutions brings together four key service areas: Housing Advice & Options, Housing Allocations, Single Homelessness, and Accommodation Services. As part of the Housing Advice & Options team, you will play an important role in supporting the delivery of high-quality housing and homelessness services across North Northamptonshire.

Working within the dedicated Triage Team, you will provide excellent frontline customer service and administrative support, acting as a first point of contact for residents seeking housing advice and assistance. You will help ensure enquiries are triaged efficiently, information is recorded accurately, and cases are managed effectively using specialist housing systems. Through your professional, organised, and customer-focused approach, you will support the team in delivering timely interventions and helping residents access the advice and support they need. This is an office-based role supporting services across North Northamptonshire.

What will you be doing?

• 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.

About You

• 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

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.

You’ll find that we have a wide range of careers that may be more surprising than you think!

Why choose us?

We Offer a Vibrant Working Environment With

• 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.

We provide a range of great benefits such as an Employee Assistance Programme, an Employee Benefits Scheme, wellbeing support, travel rates at HMRC rates, as well as supporting a range of active Employee Network Groups.

About Us

Our Values and Behaviours

Our Values Define Who We Are And How We Operate, By Forming The Foundation For How We Interact With Our Customers, Colleagues And Provide Our Services. They Are Also At The Forefront Of Our Decision Making And Delivery And Are

• Customer-focused
• Respectful
• Efficient
• Supportive
• Trustworthy

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.

Disability Confident Employer

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.

Our Employment and Disability Service provides bespoke support to individuals facing barriers to employment, helping them work towards their goals to start, stay and succeed in employment. For further information please click here The Employment and Disability Service (EADS) | North Northamptonshire Council

Armed Forces Community

The council obtained the Gold status award for the Defence Employer Recognition Scheme (ERS).

Further information can be found at Jobs and careers | North Northamptonshire Council (northnorthants.gov.uk)

Attached documents

• Triage Support Officer .docx