Triage Officer

1 week ago

Bournemouth, Bournemouth, United Kingdom BCP Council Full time
Job Introduction

Role Purpose


Working as part of the Trading Standards Team you will play a crucial role in improve the quality of life for the people of Bournemouth, Christchurch and Poole by facilitating our intelligence led interventions which includes providing guidance, support and advice as well as enforcement action as necessary.


Main Responsibilities
Working under the Trading Standards Principle Officer you will:

  • Manage incoming reports of poor trading practices from a range of sources including direct from residents, other Local Authority TS departments and via Citizens Advice. Provide a front-line triage service, undertake initial investigations into complaints received asses the complaint, link to other intelligence received and where possible and resolve at an early stage.
  • Monitor the Identify actions and open/link new cases on the case management system, sending letters advisory support information.
  • At first point of contact undertake identify needs, to ensure the victim's voice and needs are considered. This will be completed following direct contact with the victim either via telephone or Teams, in exceptional circumstance there could be a need for a facetoface assessment.
  • Understand when a situation needs to be escalated to an officer/manager
  • Support the team to provide statistical/performance information, raise and process invoices, review and update websites, update team documents and templates and assist at multi agency meetings with updating action templates.
  • Understand early intervention and prevention measures including support services to ensure those in need receive appropriate signposting.
  • Engage with partner agencies to cross reference complaints, share relevant information and ensure a consistent approach is taken.
Partner agencies will include, but are not limited to:
Dorset Police, National Trading Standards, Trading Standards South West, Anti-social behaviour team, Licensing team.

Essential Criteria

  • Educated to A Level / NVQ3 or Diploma level or equivalent.
  • Knowledge of IT packages including MS Office: Word, Excel, PowerPoint and Teams.
  • Detailed knowledge and understanding of Trading Standards and legislation.
  • Knowledge of early intervention and prevention measures.
  • Knowledge of enforcement processes and procedures.
  • Practical experience of conducting an investigation and obtaining witness statements or knowledge of risk assessment methodology as relevant to the role.
  • Ability to plan and prioritise workload according to demands and requirements.
  • Manage a case load and maintaining accurate records.

About BCP Council
BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career defining roles to transform and improve services.

By working with us, you can help deliver a vision of a thriving, word-class, prosperous and inclusive place for generations to come.


Our Benefits
We offer an excellent benefits package to colleagues. Find out more on our website.


As a result of the creation of BCP Council in 2019, we are working on simplifying our terms and conditions of service and will be creating a single pay structure which is to be applicable for all employees.

It is important to us that we offer benefits that our colleagues value as part of their total employment package and we are reviewing these to make sure we have it right.

We are in the process of establishing a timescale for implementation and colleagues joining us will be included in these changes.

This is expected to be in place in 2024.

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