Customer Service Officer in Nottingham

Role: Triage Officer
Contract Type: Internal secondment/fixed term contract opportunity for 2 years
Working Hours: 37 hours per week, Monday Friday, 8:30am – 4:50pm
Worker Type: Hybrid a mixture of office and home working is to be expected
Salary: Grade D – £26,824 – £27,694 per annum
Location: Harvey Road, NG8 3BB
Weve got an exciting opportunity available for talented individuals to join our team as Triage Officers – perhaps this is the opportunity youve been looking for? Read on to find out more
About The Role We are looking for detail-oriented and customer-focused Triage Officers to join our Housing Services team. This key role enhances the effectiveness of our Customer Service Centre by providing technical support in correctly diagnosing housing repairs, validating work orders, and ensuring repairs are prioritised appropriately.
Youll work closely with Customer Service centre operatives, residents and contractors to ensure repair requests are accurate, cost-effective, and aligned with service level agreements. Your responsibilities will include reviewing work orders, contacting residents to clarify repair needs, and applying policy frameworks to assign response times.
Youll also help identify service trends, elevate complex cases, and contribute to continuous improvement by sharing insights with internal teams. This role is ideal for someone with Housing Repair knowledge, strong communication skills, a proactive approach, and a commitment to delivering excellent customer service.
About You The ideal candidate will have:
Understanding of social housing maintenance standards and repairs diagnostics.
Ability to interpret technical repair information and apply policy judgements
Understanding of Awaabs Law and emergency repair protocols
Evidence of working successfully in partnership across different sectors, building and maintaining good working relationships
Drive and motivation, ability to deliver against challenging objectives.
Problem‑solving and decision‑making in a fast‑paced environment
Full Duties Of The Job Description Can Be Found here.
Please ensure you demonstrate clearly how you meet the 6 requirements in your CV & supporting document.
Closing Date: 23rd January 2026 (11:59pm) – Please note there may be occasions where we close the advert before the closing date, and we encourage you to apply as soon as possible.
Thank you for your interest in working for Nottingham City Council. As one of the largest employers in Nottingham we offer a wide range of roles across a range of services. In return for your skill, drive and commitment to serving the people of Nottingham, we can help you to develop an exciting and rewarding career, with access to the following benefits.
In addition to working within a great team and a competitive salary you will have access to:
26 days annual leave (rising to 33 days after 5 years service) +