Contact & response officer 16 hours - nights

About The Role

We’re not just restructuring – we’re reinventing how housing services are delivered. This role is part of North Northamptonshire Council’s Housing Management Service during a time of change and investment. The sheltered housing team and contact centre are central to this transformation.

As a Contact and Response Officer, you’ll play a key role in ensuring that all alarm activations and calls are responded to promptly, that residents living in our schemes are safe and well, and feel supported. The contact centre also acts as housing’s out-of-hours emergency response service and handles calls relating to other housing service areas. You will be a visible presence within the service – supporting colleagues, maintaining high standards, and ensuring every resident feels valued, listened to, and connected.

This is a role that combines service delivery, problem-solving, and hands-on engagement with residents.

You Will Be Part Of a Service That Is:

• Visible and connected – building stronger links with residents, families and communities.
• Supportive and responsive – helping vulnerable residents live independently and safely.
• Engaged and dependable – giving residents confidence that we are there for them when they most need it.

This is a night shift position working 2 nights per week over a 4 week rota that includes weekends. An example rota is shown below:

• Week 1 Thursday and Friday 10pm-6am
• Week 2 Saturday and Sunday 10pm-6am
• Week 3 Wednesday and Thursday 10pm-6am
• Week 4 Saturday and Sunday 10pm-6am

This is a varied role where you can make a visible difference – to residents and to the wider service. It is essential that you are able to work flexibly to meet the needs of the service.

What You Will Be Doing

• Supporting the effective day-to-day operation of the Contact and Response Centre.
• Supporting with health & safety, fire safety and compliance checks across schemes.
• Helping to ensure consistent, high-quality services for older and vulnerable residents.
• Responding to complex or sensitive resident issues and safeguarding concerns.
• Working closely with Housing Officers, Tenancy Support, Caretakers and external partners to ensure a joined-up service.
• Contributing to service improvements and identifying ways to enhance the resident experience.
• Handling scheme-related enquiries or incidents that require a more detailed or experienced response.

Note: This role is based on night shifts as described above.

About You

We’re looking for an experienced and motivated housing professional with 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 working in a contact centre environment, preferably linked to the provision of sheltered, supported or independent‑living services.
• 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.

This is an excellent opportunity to contribute to a forward‑looking housing service and make a lasting difference to the lives of residents across North Northamptonshire.

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.

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 providers of our services. They are 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 matter most.

Disability Confident Employer

We are proud to be a recognised Disability Confident Employer and are 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

• C&R O NNC Job description and Person specification (1) (1).pdf