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Triage Operations Manager

2 months ago

London, Greater London, United Kingdom Reed Full time
Triage Manager Job Description

Reed is seeking a highly skilled Triage Manager to join our client, the Greater London Authority, on an initial 3-month contract with possibilities of further extensions.

Job Purpose:

  • Lead and manage the GLA's public liaison Triage team and operations efficiently and effectively, ensuring the Authority meets its service standards.
  • Support the Mayor's/GLA's process of engagement and ensure it acts as an open channel of communication, informing Londoners consistently and coherently of the Mayor's/GLA's strategies, policies, and decisions.
  • Implement the GLA's procedures, such as complaints, vexatious, and accessible communications, and make recommendations to ensure procedures and policies remain relevant.
  • Lead liaison for the GLA's public liaison Triage team across the Authority, ensuring a coordinated and thorough public information service.

Key Responsibilities:

  • Proven line management experience with a focus on customer service.
  • Deliver high-quality customer service and experience with change management and business collaboration, contributing to organisational transformation.
  • Strong communication skills, capable of engaging effectively with senior-level stakeholders and colleagues across the organisation, including expertise in crafting reports and presentations tailored to diverse audiences.
  • Calm under pressure, quickly grasping critical issues and making effective decisions within tight deadlines.
  • Experience leading and mentoring teams to foster inclusive, collaborative, and creative work environments to deliver effective services.
  • Experience managing crisis communications issues in a busy political environment, including an understanding of complaint handling procedures.

This role requires proven management experience in customer-focused roles to carry out the responsibilities effectively.