Triage and Research Officer

The Triage and Research Officer is responsible for improving the customer's complaints and/or Data and Information request journey by reviewing and allocating each enquiry to the correct pathway for processing.

Requirements

• Receive and triage written and verbal service complaints, notifications and enquiries
• Risk assess complaints and requests for information
• Utilise statutory provisions to request relevant information necessary to process complaints
• Create and maintain accurate complaint and enquiry records
• Process all requests made under the appropriate and relevant legislation
• Prioritise workload by tracking and monitoring requests
• Offer guidance and assistance to internal and external customers
• Correspond with requesters and internal contacts
• Prepare briefing packs and case summaries
• Create and maintain accurate records in line with legislation, policies, and guidelines