11Days left

Help Hub Support Officer

South Norfolk and Broadland Councils
Place of work:
Horizon Building, Norwich, Norwich
Salary details:
£15,296 - £17,745 per annum pro-rata (£25,494 - £29,576 per annum FTE)
Job term:
Part Time
22.2 hours per week
Fixed Term
Closing date:
03 March 2024 11:30 PM
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Fixed Term until 30 June 2025

Role Snapshot…

Would you like to work in a frontline team providing advice and support to our most vulnerable residents?   An opportunity has arisen to join the Help Hub Triage and Assessment Team on a fixed term basis.  The Triage and Assessment Team is the first point of contact for residents with a range of needs. The team works with individuals and families to get them to the right support and advice as soon as possible.


What You Could be Part of

Working at the Council enables you to be part of an organisation which is proud to deliver high-quality, customer focused services. Our success comes from us being commercially astute and business-like.  Continuous improvement is also vital and we challenge ourselves to develop new and innovative ways to improve the services that make a real difference to people’s lives.



What You Will be Doing

The HHSOs are a primary point of contact for customers accessing a range of services, building case records and making decisions on how best to support customers. Alongside your work with customers, you will provide the day-to-day support to the wider Help Hub team and partnership. You will provide a valuable advice source for other professionals working in this field. 


You will undertake a range of activities and functions including:

  • Help hub phone enquiries
  • Taking referrals and assessing customer needs
  • Making triage decisions on cases
  • Administering collaboration meetings and case discussions
  • Delivery of the Household Support Fund and Flexible Funding
  • Disabled Facilities Grant applications and triage
  • Data reporting and analysis. 


What you Need….

  • Experience of dealing with vulnerable or challenging individuals in a face to face or administrative role
  • Evidence of being able to develop, maintain and update procedures as necessary
  • The ability to exercise judgement in a range of scenarios including working with different organisations
  • The ability to find creative solutions and make sound decisions in order to resolve customer issues
  • The ability to multi-task and work under pressure to meet deadlines
  • The ability to deal and communicate with different within the services and in customer facing situation
  • Significant experience of working with IT systems and Microsoft office applications.  

What’s in it for you…


Why Work For Us?

Do you want to know more about why our staff work for us? Our website has a fantastic why work for us section where our staff tell us what makes working for the Councils so special.


What Flexible and Agile Working Arrangements do we Offer?

The Councils understand the importance of operating a work life balance in the modern world. The Councils operate a flexible working policy and agile working options available for employees where operationally possible.


What Roles Do the Councils Offer?

The Councils operate a vast and diverse number of services for our residents, so with this comes a vast and diverse amount of job roles within the Councils. Our website has a great graphic showing all our job families and roles within the Councils. From here you can plan your career with the Councils or get some ideas on other roles that you may be interested in.


What Benefits do our Employees Receive?

View all our amazing staff benefits on offer for our employees. Our website has a brilliant benefits section allowing you to see the range of discounts, exclusive offers and total rewards our employees receive. Make sure you stop by to find out more information.


What Employer Accreditations do we Hold?

The Councils have a range of employer accreditations that we have worked very hard to achieve. Our website has a full descriptive list of all our current accreditations and what this means for our employees.


What Wellbeing Support do our Staff Have Access to?

The Councils want to ensure all our employees have a safe comfortable place to work, ensuring that employees feel empowered to actively manage their own wellbeing both at work and at home. The Councils have a large wellbeing section available on the website outlining our commitment to the wellbeing of the employees of the Council.


Where are we advertising?

Advertising externally and internally.  


If external, please apply via our website. If internal, please apply via submitting your expression of interest to the relevant recruiting manager; a template for an expression of interest can be found on Connect.

Key Information:


For advice on how to apply, please visit our website https://www.norfolkjobsdirect.org/southnorfolk/southnorfolk/GenText.aspx?page=Page34


If you any questions about the role, then please don’t hesitate to contact the recruiting manager or the HR Team, who will be happy to answer any questions on the role or the Councils.


Recruiting Manager: Hannah Flatman

Email:  hannah.flatman@southnorfolkandbroadland.gov.uk 

Phone Number: 01508 533693


HR Team:

Email: hrteam@southnorfolkandbroadland.gov.uk

Phone Number: 01508 533995


Closing date:  3 March 2024 at 11:30PM

The Councils reserve the right to close any and all vacancies at any time if there is judged to be a sufficient number of applications received.


Interview date: To be confirmed

Other Information

Please note that this post is subject to a satisfactory criminal record check. Please note we will not accept any DBS checks from a previous employer.

Next steps…

We will contact you via email, after the recruiting manager has shortlisted for the role to advise you of the shortlisting decision. Please note, we do not provide feedback at the application stage.


For guidance on future applications please see our website: https://www.norfolkjobsdirect.org/southnorfolk/southnorfolk/GenText.aspx?page=Page34


For information on future vacancies please sign up to our job alerts by clicking ‘get email alerts’ on our jobs page: https://www.norfolkjobsdirect.org/southnorfolk/SearchResults.aspx


If you want to learn more about the Councils, then please visit our joint website - South Norfolk and Broadland District Councils Website.


For lots of great information about employee life at the Councils please visit the above linked pages or visit our Jobs and Training Courses website page.


For information on how we use your data and the Councils Data Protection Policy please have a look at the Councils website


Please note we only accept applications submitted through our job’s portal, via Norfolk Jobs Direct: https://www.norfolkjobsdirect.org/southnorfolk/index.aspx


We are not accountable for any applications or details published through other job sites.





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