Triage Support Officer

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Job Reference Ref/126918/9627

Apply for this job Number of Positions: 1 Contract Type: Full Time Contract Details: Permanent Salary Range : £28,153 - £28,608 Working Hours: 37 Location: Kettering Closing Date: 17/11/2026 Job Category: Housing Organisation: North Northamptonshire Council

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 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 organisati