Contact Centre and Triage Officer
About the job
The Independent Review Office is seeking a dedicated Clerk to join their Engagement and Resolution Team. This job is all about making a meaningful impact by helping individuals navigate statutory compensation schemes and ensuring fair outcomes. The team thrives on collaboration, continuous improvement, and providing high-quality service, all while embracing flexible working arrangements.
You'll be responsible for
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Providing first contact service
Being the first point of contact for individuals reaching out to the IRO, ensuring a positive and empathetic experience.📋
Completing intake and triage
Confirming identity, assessing eligibility, and directing matters to the appropriate level or external resources as needed.🗄️
Maintaining accurate records
Keeping detailed records in case management systems while adhering to 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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Strong communication skills
Proven ability to communicate clearly and empathetically in plain English.View
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Triage and intake skills
Experience completing intake and triage for customer inquiries.View
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