Triage Officer required for our public sector client
Full time role
Hybrid role - however full time office based initially for training
Job Purpose
-
To act as the first point of contact for H4U service users, by phone, email, web, fax or post.
-
To work with a range of internal and external agencies to ensure the effective processing of information in respect of sponsors and guests and responding to queries, providing advice and signposting.
-
Provide the best quality service for all H4U service users, maintaining professional standards and responding to queries appropriately.
Main Duties and Responsibilities
-
To process a range of contacts received from professionals and members of the public via email and phone.
-
To be responsible for a range of generic email boxes to process different types of information and requests.
-
To utilise case management and other data systems for inputting and gathering information
-
To analyse data from data systems and produce reports.
-
To input information into the Share system and maintain up to date information in local files in respect of activity in homes for Ukraine
-
To liaise with other internal and external agencies to request mandatory information required including processing Safeguarding and Property checks and welcome payments for guests.
-
To be able to understand and relay information and to review records relating to involvement with a sponsors and guests.
-
To administer DBS checks for hosts and residents using the eBulk system including document verification.
-
To ensure all data is accurate and inputted in a timely manner.
-
To communicate effectively with team members and team managers for advice and to be able to take direction.
-
To communicate effectively with professionals and members of the public by telephone, e-mail, face-to-face and via newsletters
-
To use a phone script to be able to direct phone calls.
-
Problem solving - using initiative to respond quickly and escalate enquiries to a senior team member where there are immediate safeguarding concerns.
-
To be able to follow written processes and guidance provided.
-
To be able to prioritise your own workload.
-
To work as part of a team.
Experience required
- NVQ2 in Customer Services or equivalent OR Relevant experience in a customer facing environment
Or
Demonstrable experience identified within the section below.
-
Must have experience of communicating with customers including potentially vulnerable people and professionals from different agencies.
-
Must have experience of working in stressful environments and within a team
-
Must have experience of handling sensitive information and accurate recording
-
Must have an understanding of Homes For Ukraine scheme
-
Knowledge of safeguarding Adults/Children
-
Have an understanding of the Leicestershire County Council’s own policy and procedures.
-
Have an understanding of the Data Protection Act 1998 including confidentiality and security.
-
Must be able to analyse and interpret information.
-
Must be able to handle sensitive and distressing information.
-
Must be able to deal the demands of a front facing customer environment
-
Must be able to prioritise own workload and work to tight timescales.
-
Must be able to work under own initiative.
-
Must be able to maintain a professional demeanour.
-
Must be computer literate and be an able typist
