Complaints & Information Triage Specialist

5 Star Recruitment; Romford; On-site; GBP 28,000 - 34,000; Full time

Job summary

Havering Council is seeking a Triage and Research Officer to improve the complaints and information requests journey by triaging and routing enquiries to the correct pathway, reviewing history, and briefing subject matter experts as needed.

You will monitor incoming requests, escalate delays, and ensure compliance with statutory timescales, safeguarding, and information security while maintaining accurate records in the case management system.

Responsibilities

• Receive and triage written and verbal service complaints, notifications and enquiries whilst conducting thorough and timely comprehensive reviews of incoming material.
• As the above for Information Access, Subject Access and EIRs.
• Risk assess complaints and requests for information to support informed decision making; ensuring those identified as high risk and/or high complexity are prioritised as most urgent.
• Utilise statutory provisions to request relevant information necessary to process complaints and prepare complaints documentation to enable the decision maker to make robust decisions within legislated time limits.
• Help, and where appropriate make referrals for, individuals making an enquiry with the authority.
• Proactively seek to resolve requests at first point of contact to reduce the escalation to full investigation.
• Create and maintain accurate complaint and enquiry records using the Councils case management system in accordance with statutory requirements.
• Assist in the development and implementation of quality assurance and improvements of processes to ensure best practice in complaints and information management.
• Process all requests made under the appropriate and relevant legislation from receipt of request through to disclosure of information, response, or refusal, ensuring correct legislation is applied and adhered to.
• Prioritise workload by tracking and monitoring requests ensuring the Councils obligations are met and an audit trail is present.
• Offer guidance and assistance to both internal and external customers on all levels for matters relating appropriate and relevant legislation. Liaise with other service areas as required.
• Check and validate responses for potential exemptions and to ensure that any necessary redactions are implemented in responses.
• Correspond with both the requester and internal contacts throughout the lifecycle of requests to ensure targets are met within legislative timescales and a good standard of customer service is maintained.
• Prepare briefing packs and case summaries to assist in the knowledge transfer from triage to investigation.
• Create and maintain accurate records in line with agreed legislation, policies, and guidelines.
• Design templates, spreadsheets, databases etc. to assist the provision of the service.
• Provide data and reports to support the overall analysis of the performance of the department.

Job description

Havering Council is seeking a Triage and Research Officer to improve the complaints and information requests journey by triaging and routing enquiries to the correct pathway, reviewing history, and briefing subject matter experts as needed.

You will monitor incoming requests, escalate delays, and ensure compliance with statutory timescales, safeguarding, and information security while maintaining accurate records in the case management system.