Triage and Research Officer
Havering - 1 day per week in office
Job Role
Be responsible for improving our customer's complaints and/or Data and Information request journey by ensuring that each enquiry is reviewed and allocated to the correct pathway for processing. Officers receive, record, and triage the request to determine their complexity, to review any history, identify any legal or statutory alignment and either take proactive steps to resolve less complex issues or prepare briefings ready to pass on to a subject matter expert. They monitor incoming requests and processing status to ensure substantial risk requests are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles with line managers and senior officers.
Key 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 Council's 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.