About the role
⭐ Contact and Response Officer
We’re not just restructuring – we’re reinventing how housing services are delivered. Come and be part of the change.
About the role
Do you have a passion for supporting older and more vulnerable residents and delivering exceptional services?
This is an exciting opportunity to join North Northamptonshire Council’s Housing Management Service at a time of real change and investment. We are reshaping our services to be more visible, proactive and closer to tenants than ever before, and our 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, and that residents living in our schemes are safe, well, and feel truly supported. The contact centre also acts as housing’s out-of-hours emergency response service and takes responsibility for 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.
You will be part of a service that is:
1. Visible and connected – building stronger links with residents, families and communities.
2. Supportive and responsive – helping vulnerable residents live independently and safely.
3. Engaged and dependable – giving residents confidence that we are there for them when they most need it.
This is a rewarding role that combines service delivery, problem-solving, and hands-on engagement with residents.
What will you be doing?
What you will be doing
Your work will include:
4. Supporting the effective day-to-day operation of the Contact and Response Centre.
5. Supporting with health & safety, fire safety and compliance checks across schemes.
6. Helping to ensure consistent, high-quality services for older and vulnerable residents.
7. Responding to complex or sensitive resident issues and safeguarding concerns.
8. Working closely with Housing Officers, Tenancy Support, Caretakers and external partners to ensure a joined-up service.
9. Contributing to service improvements and identifying ways to enhance the resident experience.
10. Handling scheme-related enquiries or incidents that require a more detailed or experienced response.
11. This is a part timeposition working 3 shifts per week, including 1 evening and 1 SundayMonday 10am - 6pmThursday 5pm - 11pmSunday 10am - 6pm
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.
About you
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:
12. Passion, resilience, innovation, drive and energy – with a commitment to working together to achieve success.
13. Experience of working in a contact centre environment, preferably linked to the provision of sheltered, supported or independent‑living services.
14. A sound understanding of safeguarding, support planning and housing management.
15. Strong communication and interpersonal skills – approachable, empathetic and confident.
16. The ability to balance compassion with compliance, ensuring services meet high standards.
17. 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!
Why choose us?
We offer a vibrant working environment with:
18. a competitive salary
19. a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
20. lots of opportunities to develop your skills, knowledge and potential in a large unitary council
21. generous leave entitlement (28 days, rising to 33 days) and bank holidays, plus the option to buy up to an extra 10 days
22. 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)