Triage Officer – Homes for Ukraine

Triage Officer required for our public sector client

Full time role

Hybrid role - however full time office based initially for training 

Job Purpose

• To act as the first point of contact for H4U service users, by phone, email, web, fax or post.
• To work with a range of internal and external agencies to ensure the effective processing of information in respect of sponsors and guests and responding to queries, providing advice and signposting.
• Provide the best quality service for all H4U service users, maintaining professional standards and responding to queries appropriately.

Main Duties and Responsibilities

1. To process a range of contacts received from professionals and members of the public via email and phone.
2. To be responsible for a range of generic email boxes to process different types of information and requests.
3. To utilise case management and other data systems for inputting and gathering information
4. To analyse data from data systems and produce reports.
5. To input information into the Share system and maintain up to date information in local files in respect of activity in homes for Ukraine
6. To liaise with other internal and external agencies to  request mandatory information required including processing Safeguarding and Property checks and welcome payments for guests.
7. To be able to understand and relay information and to review records relating to involvement with a sponsors and guests.
8. To administer DBS checks for hosts and residents using the eBulk system including document verification.
9. To ensure all data is accurate and inputted in a timely manner. 
10. To communicate effectively with team members and team managers for advice and to be able to take direction.
11. To communicate effectively with professionals and members of the public by telephone, e-mail, face-to-face and via newsletters
12. To use a phone script to be able to direct phone calls.
13. Problem solving - using initiative to respond quickly and escalate enquiries to a senior team member where there are immediate safeguarding concerns.
14. To be able to follow written processes and guidance provided.
15. To be able to prioritise your own workload.
16. To work as part of a team. 

Experience required

* NVQ2 in Customer Services or equivalent OR Relevant experience in a customer facing environment

Or

Demonstrable experience identified within the section below.

* Must have experience of communicating with customers including potentially vulnerable people and professionals from different agencies.

* Must have experience of working in stressful environments and within a team

* Must have experience of handling sensitive information and accurate recording

* Must have an understanding of Homes For Ukraine scheme

* Knowledge of safeguarding Adults/Children  

* Have an understanding of the Leicestershire County Council’s own policy and procedures.

* Have an understanding of the Data Protection Act 1998 including confidentiality and security.

* Must be able to analyse and interpret information.

* Must be able to handle sensitive and distressing information.

* Must be able to deal the demands of a front facing customer environment

* Must be able to prioritise own workload and work to tight timescales.

* Must be able to work under own initiative.

* Must be able to maintain a professional demeanour.

* Must be computer literate and be an able typist