At a Glance
- Tasks: Support residents and ensure their safety during night shifts in a dynamic contact centre.
- Company: Join North Northamptonshire Council, a forward-thinking organisation transforming housing services.
- Benefits: Enjoy competitive pay, generous leave, and flexible working arrangements.
- Other info: Be part of a supportive team committed to community wellbeing and continuous improvement.
- Why this job: Make a real difference in the lives of vulnerable residents while developing your skills.
- Qualifications: Experience in contact centres and a passion for supporting older people is essential.
The predicted salary is between 30000 - 40000 £ per year.
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.
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.
Armed Forces Community
The council obtained the Gold status award for the Defence Employer Recognition Scheme (ERS).
Contact & Response Officer 16 hours - nights in Corby employer: North Northamptonshire Council
North Northamptonshire Council is an exceptional employer, dedicated to transforming housing services while prioritising the well-being of its residents. With a vibrant working environment, competitive salary, generous leave entitlement, and a strong commitment to employee development, staff are empowered to make a meaningful impact in the community. The inclusive culture and support for work-life balance further enhance the appeal of joining a forward-thinking organisation that values its employees and the vital role they play in supporting vulnerable individuals.
Contact Details:
North Northamptonshire Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact & Response Officer 16 hours - nights in Corby
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work at North Northamptonshire Council. A friendly chat can open doors and give you insights that might just help you stand out.
✨Tip Number 2
Prepare for the interview by practising common questions related to housing management and resident support. We all know that confidence is key, so rehearse your answers and think about how your experience aligns with the role.
✨Tip Number 3
Show your passion for helping vulnerable residents during the interview. Share specific examples of how you've made a difference in previous roles. This will demonstrate your commitment and make you memorable!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and being part of this exciting transformation.
We think you need these skills to ace Contact & Response Officer 16 hours - nights in Corby
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your passion for supporting older and vulnerable people shine through. We want to see that you genuinely care about making a difference in their lives!
Tailor Your Experience:Make sure to highlight any relevant experience you have in contact centres or housing services. We’re looking for specific examples that demonstrate your skills in problem-solving and communication.
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that’s easy to read and understand.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re keen on joining our team at North Northamptonshire Council.
How to prepare for a job interview at North Northamptonshire Council
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact & Response Officer. Familiarise yourself with the key aspects of the role, such as responding to alarm activations and ensuring resident safety. This will help you demonstrate your knowledge and show that you're genuinely interested in making a difference.
✨Showcase Your Communication Skills
As this role requires strong communication and interpersonal skills, prepare examples of how you've effectively communicated with residents or colleagues in the past. Think about situations where you’ve had to balance compassion with compliance, and be ready to discuss how you handled those scenarios.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss specific instances where you've successfully resolved complex or sensitive issues. Highlight your proactive approach and focus on continuous improvement, as these qualities are essential for supporting vulnerable residents and enhancing their experience.
✨Align with Their Values
Familiarise yourself with North Northamptonshire Council's values: customer-focused, respectful, efficient, supportive, and trustworthy. During the interview, weave these values into your responses to show that you share their commitment to providing high-quality services and building strong connections with residents.
