Triage and Research Officer G5

Who You Are You are an organized and detail-oriented individual with at least 5 GCSEs (grade C or above) or equivalent. A qualification or relevant experience in customer services is desirable. You have experience in maintaining structured records, addressing diverse customer inquiries within a complex organization, and providing advice under challenging circumstances. With a robust understanding of legislation related to complaints and information requests, including the Freedom of Information Act 2000 and the Data Protection Act 2018, you navigate statutory requirements with skill. You possess excellent communication abilities, strong IT skills including Microsoft Office proficiency, and can manage caseloads efficiently. You can build effective team relationships and demonstrate integrity, impartiality, and a proactive mindset. What the Job Involves In your role as Triage and Research Officer, you will be responsible for enhancing our customer's experience with complaints and data requests. Your duties include receiving, reviewing, and triaging incoming enquiries to assess their complexity and ensure they are directed correctly. You will proactively resolve issues at the initial point of contact, risk-assess complex complaints, and prepare cases for decision-makers. The role involves maintaining accurate records, ensuring compliance with relevant legislation, and liaising with stakeholders for efficient resolution and service delivery. You will assist in process improvements for complaints and information management. Additionally, you'll provide data reports for performance analysis, ensure statutory obligations are met, and offer guidance on legislation-related matters. Flexibility to adapt to broader duties as needed and the embodiment of the Council’s ICARE values and behaviors are essential.

Location: Gidea Park, GB

Posted Date: 1/12/2025