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Spencer Clarke Group are seeking a Triage and Research Officer for a Local Authority Client based in East London.
In this role, you will triage and assess customer complaints and information requests, resolving straightforward issues and ensuring more complex cases are escalated or referred to the appropriate teams for timely and accurate resolution.
About the role:
You will be tasked with delivering key strategic objectives:
- Receive, review, and triage customer complaints and information requests, assessing complexity and risk, and ensuring correct allocation or escalation as needed.
- Resolve straightforward issues at first contact and prepare case summaries and documentation for complex cases.
- Monitor and track progress of requests to ensure timely responses, escalating delays or issues to management when necessary.
- Maintain accurate records and ensure compliance with relevant legislation, such as the Freedom of Information Act and Data Protection Act.
About you:
The successful candidate will have the following skills / experience:
- Experience in triaging and managing customer complaints, Freedom of Information (FOI) requests, and Subject Access Requests (SARs).
- Experience in resolving customer enquiries at the first point of contact and escalating complex cases when necessary.
- Ability to manage a caseload, prioritise tasks, and meet deadlines under pressure.
What's on offer:
Salary: £17+ph
*may negotiate higher for exceptional candidates, based on experience*
Contract type: 3-6, months minimum, with a high likelihood of extension
Hours: Monday to Friday, 36 hours per week
How to apply:
- Once your CV is received, if you are successful, you will be contacted.
- Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion.
- For any further questions, please contact Taylor Kirkham on .
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