Contact Centre and Triage Officer
About the job
The Contact Centre & Triage Officer position is a fantastic opportunity to be the first point of contact for individuals reaching out to the Independent Review Office (IRO). This role is crucial in providing empathetic support and guiding clients through their inquiries, ensuring they receive the right assistance. Join a supportive team that values continuous improvement and embraces flexible working arrangements.
You'll be responsible for
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Providing first contact service
Deliver high-quality first contact service and resolve Level 1 matters for clients reaching out to the IRO.📝
Completing intake and triage
Confirm identity and scope, assess eligibility, and direct matters to appropriate levels or refer externally as needed.📂
Maintaining accurate records
Keep accurate records in case management systems while applying privacy and information access obligations.Key criteria
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Contact centre experience
Demonstrated experience in a contact centre or frontline service environment.View
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Plain-English communication skills
Proven ability to communicate clearly and effectively in plain English.View
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Confidential information handling
Experience managing sensitive information with care and discretion.View
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