Who You Are You are an experienced professional with a qualification in Customer Services or equivalent experience, possessing a solid background in managing customer inquiries within complex organizations or local authorities. Your communication skills are exemplary, allowing you to effectively engage with diverse stakeholders, negotiate, and provide advice, even in demanding situations. You are knowledgeable about essential legislation such as the Freedom of Information Act 2000, Data Protection Act 2018, and Environmental Information Regulations 2004. Your organizational skills enable you to prioritize tasks and systematically maintain records. Proficiency in IT, especially Microsoft Office and case management systems, is vital. You are proactive and possess integrity, able to work both independently and collaboratively, building effective relationships while remaining impartial. What the Job Involves As a Triage and Research Officer, you will be responsible for receiving, recording, and triaging service complaints and information requests, conducting thorough reviews and risk assessments to evaluate their complexity. Your role includes resolving straightforward issues and preparing intricate cases for escalation. You will monitor incoming requests, ensure timely escalations, and maintain accurate records using the Council’s case management system. Providing guidance to customers on legislative matters, reviewing responses for confidentiality, and assisting in the design of templates and reports are also part of your responsibilities. Additionally, you will support quality assurance efforts, ensuring adherence to best practices in complaints and information management. Embracing the Council's ICARE values while adhering to relevant legislation is crucial. Flexibility and readiness to undertake additional responsibilities as required to support the delivery of excellent services are expected.