Health & Housing Improvement Triage Officer

Job Description

About the role
As the first point of contact for the service, you will play a vital role in supporting residents to access the help they need to live safely and independently in their homes. You will gather information, assess needs, and determine the most appropriate next steps, ensuring that cases are triaged effectively and allocated to the right professionals.

Responsibilities

The role requires strong organisational skills, excellent attention to detail, and the ability to manage a varied workload. You will need to demonstrate professional curiosity, taking the time to fully understand people’s circumstances, identify risks or unmet needs, and ensure that the best possible outcomes are achieved, particularly for vulnerable residents.

You will work closely with colleagues across the service, as well as a range of partners, to provide a coordinated and responsive approach that supports independent living.

Skills Required

About you

We are looking for someone who is organised, proactive, and committed to delivering high-quality, person-centred services. You will be confident in communicating with a wide range of people and able to handle sensitive situations with professionalism and care.

You will bring:

• Strong organisational skills and the ability to prioritise competing demands
• Excellent attention to detail and accuracy in record keeping
• A customer-focused approach, with experience of supporting or working with vulnerable people
• The ability to assess information, make informed decisions, and communicate clearly
• A high level of professional curiosity to ensure risks are identified and needs are fully understood

About the team
You will be joining a supportive, collaborative, and ambitious team at an exciting time. The Health & Housing Improvement Service is continuing to grow and develop, with a strong focus on improving processes, strengthening partnerships, and delivering better outcomes for residents.

Why work for Norwich City Council
Working for Norwich City Council is a real privilege. You will be part of an organisation that is committed to making a positive difference to the city and its residents.

Norwich itself is an outstanding place to live and work. It has been named the Sunday Times Best Place to Live in the UK for 2026 and is the only location to have featured in every edition of the guide since it began.

The city offers a unique blend of historic character and modern living, with a thriving cultural scene, a welcoming community, and a compact, walkable environment. It is also the only English city located within a national park, with the Norfolk Broads on its doorstep, alongside easy access to beautiful countryside and the stunning North Norfolk coast.

This is a fantastic opportunity to join a growing service in a city that people are proud to call home.

For an informal discussion about the role, please contact Kevin Ayers, Health & Housing Improvement Manager on 01603 989192.

Closing date: 14 June 2026
Proposed interview dates: 25 and 26 June 2026

Why work for us

Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.

To find out more about working and living in Norwich Home | Work in Norwich.

The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve, to find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK

We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.

Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles.

Equal Opportunities Policy 

The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.

Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.

Benefits

We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.

• All employees are eligible to join the Local Government Pension Scheme (LGPS)
• Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees
• In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas
• Norwich City Council supports its employees through the provision of occupational health and employee assistance support