Senior Contact and Response Officer Full Time

About the role

⭐ Senior Contact and Response Officers × 2

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 the leadership skills to inspire and guide others to deliver 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 Senior Contact and Response Officer, you’ll lead a team of Officers, ensuring that all alarm activations and calls are responded to and residents living in our schemes are safe and well and feel truly supported. In addition, the contact centre acts as housings out of hours emergency response service and takes responsibility for calls relating to other housing service areas. You’ll be a visible leader – coaching staff, monitoring standards, and ensuring that every resident feels valued, listened to and connected.

You will be part of a service that is:

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

This is a rewarding leadership role that combines people management, service improvement and hands-on engagement with residents

What will you be doing?

What you will be doing

You’ll lead and support the day-to-day management of the Contact and Response centre and staff. Your work will include:

• Providing direction, coaching and line management to Officers.
• Monitoring health & safety, fire safety and compliance across schemes.
• Ensuring consistent, high-quality services for older and vulnerable residents.
• Responding to complex or sensitive resident issues and safeguarding concerns.
• Supporting the organisation of activities that reduce isolation and promote wellbeing.
• Building strong working relationships with Housing Officers, Tenancy Support, Caretakers and external partners.
• Driving service improvements and identifying new ways to enhance resident experience.
• Acting as the main point of escalation for scheme-related enquiries or incidents.

This is a varied role where you can make a visible difference – to residents, to staff and to the wider service.

About you

About you

We’re looking for an experienced and motivated housing professional with strong leadership skills and 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 managing a contact centre preferably linked to the provision of sheltered, supported or independent-living services.
• Excellent people-management skills with the ability to lead, coach and motivate staff.
• 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 step into a senior role in 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:

• 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

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.

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.

North Northamptonshire Council re-signed the Armed Forces Covenant in June 2024 which highlights the Council’s pledge to support the Armed Forces community. The council obtained the silver status award for the Defence Employer Recognition Scheme (ERS) and we are now currently working towards achieving Gold status.

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