Response Officer in Manchester

Working hours: 35 hours per week, shift working including early, late and night shifts.

Contract type: Permanent, full time.

Additional payments: 20% Flexibility Payment.

Closing date: 5 February 2026, 11.59pm.

Interview method: In Person.

About the Role:

We support families and carers and work closely with stakeholders such as NHS hospitals, community teams, care agencies and adult social care teams. As a Response Officer you will help citizens maintain independence in their own homes, supported by a collaborative, caring team. The Response Officer role is dual – call handling in a busy control room and responding in person to support our citizens in their own homes who have usually fallen, updating records by using different IT systems, decision making and installing some TEC devices in people’s homes. The control room manages approximately 25,000 calls per month, generated through activations from various Technology Enabled Care (TEC) devices. Candidates must demonstrate confidence in navigating multiple web-based systems, possess strong multitasking abilities and be capable of making timely decisions in a fast‑paced, dynamic environment. A requirement for the role is that the candidate must always hold a full UK driving licence (manual or automatic) to drive Manchester City Council vehicles whilst responding to citizens’ own homes.

Responsibilities:

• Triage and handle calls in a 24‑hour rota, including early, late and night shifts, weekends and 365 days a year.
• Respond in person to support citizens in their own homes, including installing, troubleshooting and updating TEC devices.
• Update records using various IT systems and make timely decisions in a fast‑paced environment.
• Work collaboratively with a team of Response Officers, Business Support Officers and Installation Officers.

Requirements:

• In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment.
• Manchester City Council does not consider this role eligible for sponsorship under the Skilled Worker route.
• Proof of Right to Work – Provide documentary evidence of your right to work in the UK.
• References – References from current and previous employer(s).
• Disclosures – DBS check (enhanced disclosure) where required.
• Driving Licence – Full UK driving licence (manual or automatic). The role requires driving council vehicles.
• Medical Check – Pre‑placement health assessment where required.

Benefits:

• Generous holiday allowance – Up to 26 days annual leave per year plus bank holidays, increasing to 31 days after five years of local government service. Additional leave purchase available.
• Pension – Enrolment in the UK’s largest local government pension scheme with life cover of 3× salary as a lump sum.
• Enhanced parental and carers leave – Extended family leave options.
• Perks – Discounts on shops, holidays, phone contracts, cycle‑to‑work scheme, free flu jabs and eye tests, and more.
• Learning and growth – Diverse learning opportunities, workshops, training sessions and qualifications.
• Good Employment Charter – Secure flexible work, fairness in everything we do, annual pay review and support across all stages of your working life.
• Volunteering leave – Up to 3 days pro‑rate of paid volunteering leave.

Inclusivity and Support:

At Manchester City Council we are dedicated to creating a workplace that truly reflects the diversity of the communities we serve. We welcome applications from people of all ages and backgrounds. We offer the following support and adjustments:

• Interview adjustments – Let us know of any adjustments you need during the interview.
• Accessible formats – Availability of screen‑reader friendly, text‑to‑speech and other accessibility tools.
• Provisional adjustment hub – Specialist support to thrive at work.
• Disabled Staff Networks – Neurodiversity and Mental Health Staff Networks for inclusive support.
• Disability‑confident employer – Commitment to accessibility standards and a disability‑friendly workplace.

Guaranteed Assessment Scheme:

We guarantee assessments for applicants who meet the minimum shortlisting requirements for the role and identify with at least one of the following criteria:

• Members of the Armed Forces (current or former).
• Current or former care leavers.
• People with a disability or long‑term condition.

Other Information:

For more information about the role or any adjustments, email jobs@manchester.gov.uk. All pre‑employment checks are required for this role.