Triage and Research Officer

4 days ago

Romford, United Kingdom Teqniq Limited Full time

Teqniq is searching for a **Triage and Research Officer **to work in the public sector.

36 hours per week.

6 months contract.

09:00-17:30

**Duties and 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.
- Prioritise workload by tracking and monitoring requests ensuring the Council’s obligations are met and an audit trail is present.
- Offer guidance and assistance to both internal and external customers on all levels for matters relating appropriate and relevant legislation. Liaise with other service areas as required.
- Check and validate responses for potential exemptions and to ensure that any necessary redactions are implemented in responses.
- Correspond with both the requester and internal contacts throughout the lifecycle of requests to ensure targets are met within legislative timescales and a good standard of customer service is maintained.
- Prepare briefing packs and case summaries to assist in the knowledge transfer from triage to investigation.
- Create and maintain accurate records in line with agreed legislation, policies, and guidelines.
- Design templates, spreadsheets, databases etc. to assist the provision of the service.
- Provide data and reports to support the overall analysis of the performance of the department.

TEQ-0924-RQ1366312

INDJS1

Pay: £17.54 per hour

Work Location: In person

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