Triage Support Officer

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.

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.

• 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.

• 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

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