Housing Services Triage Officer NCCHS

Role: Triage Officer

Contract Type: Permanent

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 (level one) rising to £27,694 (level three) per annum 

Location: Harvey Road, NG8 3BB

We’ve got an exciting opportunity available for talented individuals to join our team as Triage Officers - perhaps this is the opportunity you’ve 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.

You’ll work closely with Customer Service centre, Business Services planning colleagues, 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.

You’ll also help identify service trends, escalate 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:

1. Understanding of social housing maintenance standards and repairs diagnostics.

2. Ability to interpret technical repair information and apply policy judgements

3. Understanding of Awaab’s Law and emergency repair protocols

4. Evidence of working successfully in partnership across different sectors, building and maintaining good working relationships

5. Drive and motivation, ability to deliver against challenging objectives.

6. 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.

We recognise that artificial intelligence (AI) can be a helpful tool when preparing your application. AI can guide you, but only your own words and experiences truly matter – we want to see the real you. All examples and statements must be your own, accurate, and reflect your true experience and values. AI tools do not understand context, think critically, or assess the reliability of information, which means AI-generated responses can feel generic and may not accurately represent who you are. We recruit fairly and inclusively – showing your real self is what helps you succeed. For more information please click here.

Closing Date: 13^th August 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.

Interview date:  w/c 24^th August 2026 – please note this is subject to change 

If you have any queries about the role or the recruitment process, please contact us via email: [email protected]

If you have any technical issues when completing your application, please contact our Employee Service Centre: http://emss.org.uk/support

By applying to this job, you agree to our Terms & Conditions.