To provide efficient administrative support within the Housing and Communities service, aiding in homelessness and temporary accommodation functions for service users and management. This role reports to Service Managers and Heads within Housing and Communities, under the Communities and Opportunities Directorate at West Northamptonshire Council.
It is also a regulated activity and will be subject to a Basic DBS check.
West Northamptonshire Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff and volunteers to share this commitment.
What will you be doing?
We are seeking a dedicated Support Officer to join our team and provide essential administrative services that ensure the smooth and effective operation of our department. This role is vital in supporting our mission to deliver quality services, especially in responding sensitively to vulnerable individuals and families.
In this position, you will perform a full range of administrative duties, including word processing, filing, and maintaining organised recording systems. A significant part of your role will involve handling telephone enquiries and complaints with empathy and professionalism, particularly in cases involving vulnerable clients.
The role also involves managing a range of customer and partner enquiries, including overseeing multiple mailboxes, taking ownership of issues, and collaborating with colleagues to resolve enquiries efficiently.
You will maintain and accurately input data into a variety of databases and spreadsheets to support the department in completing government statistical returns and in performance monitoring. Working closely with the Service Manager, you will monitor and track complaints, ensuring they are appropriately allocated to officers within the team for resolution. Additionally, you will use the Council’s Financial Management System (ERP Gold) to raise orders, verify the accuracy of invoices, and receipt goods, as well as obtain quotes and support procurement processes in line with Council policies.
Supporting the team’s goal of excellent customer service, you will assist with the management, collation, and monitoring of customer satisfaction data specifically for resettlement schemes. This role requires a highly organised, proactive professional who is adept at handling sensitive information, has a keen eye for detail, and is able to multitask effectively in a fast-paced environment.
About you
The ideal candidate will have strong organisational, communication, and presentation skills, with a customer-focused approach and the ability to engage comfortably with clients to offer advice. They should work well under pressure with minimal supervision, effectively manage multiple priorities, and meet deadlines.
Proficiency in accurate data handling across systems and spreadsheets, along with solid written and numeracy skills, is essential. Familiarity with Office 365 (including Teams and OneDrive) is preferred, or a willingness to complete training during the probation period.
About us
At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.
Our vision is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services.
If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email careers@westnorthants.gov.uk for support.
West Northants Council, where careers thrive.
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