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Adecco are supporting a London Borough Council team in a service role as a Triage and Research Officer
East London, Hybrid role
Temporary role for 6 months, with potential to extend, full-time hours.
Hourly rate, £18.33 p/h PAYE or £22.81 p/h Umbrella
Our client is a forward-thinking local government organisation, dedicated to providing exceptional services to the community and emphasising continuous improvement in their operations.
- Duties:
- Receive and triage written and verbal service complaints, notifications, and enquiries.
- Conduct thorough and timely reviews of incoming material.
- Risk assess complaints and requests for information to support informed decision-making.
- Utilise statutory provisions to request relevant information necessary to process complaints.
- Prepare complaints documentation to enable decision-making within legislated time limits.
- Proactively seek to resolve requests at the first point of contact.
- Create and maintain accurate complaint and enquiry records using the Council's case management system.
- Assist in the development and implementation of quality assurance and process improvements.
- Process all requests made under relevant legislation from receipt to disclosure or refusal.
- Prioritise workload by tracking and monitoring requests to ensure compliance with obligations.
- Offer guidance and assistance to both internal and external customers on relevant legislation.
- Experience of maintaining records in a structured and systemic manner.
- Experience of monitoring and reviewing customer enquiries in a complex organisation or local authority.
- Proven experience of working effectively with diverse stakeholders to achieve objectives.
- Experience of providing advice, negotiating, and liaising with the public and professionals.
- Experience of case load management with a focus on quality and timely delivery.
- Knowledge and understanding of legislation related to complaints and information requests.
- Familiarity with the Freedom of Information Act 2000, Data Protection Act 2018, and Environmental Information Regulations 2004.
- Appropriate Customer Services qualification or relevant experience.
- Experience in a local authority setting.
- Knowledge of good practice in complaints and information management.
- Ability to design and implement quality assurance and process improvements.
- Experience in providing data and reports for performance analysis.
Are you ready to make a positive impact in the community? If you possess the skills and enthusiasm to thrive in this role, please submit your application along with your CV today! Join our client's dedicated team and take the next step in your career while supporting the residents of the Borough.
Embrace the opportunity to grow your expertise and contribute to improved service delivery within local government!
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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