Hays
Triage Manager
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Triage Manager
Sheffield | Hybrid Working Full-Time - 1 day a week in the office in central Sheffield
The Opportunity
An exciting opportunity has arisen for an experienced people manager to lead a specialist case assessment function within a national regulatory organisation. This role is pivotal in ensuring concerns and complaints are assessed fairly, consistently and proportionately, supporting public protection and confidence in a regulated profession.
Leading a team of experienced case management professionals, you will oversee the assessment and prioritisation of incoming concerns, ensuring decisions are evidence-based, risk-focused and aligned with relevant legislation, policies and service standards. This is an excellent opportunity for a regulatory, investigations, compliance or professional standards professional looking to make a meaningful impact while developing a high-performing team.
Key Responsibilities
- Lead and manage a team responsible for assessing and reviewing incoming complaints and concerns.
- Ensure decisions are transparent, legally sound, evidence-led and proportionate.
- Oversee the progression of complex, sensitive, high-risk and high-profile cases.
- Provide technical guidance and support to team members on case assessment and decision-making.
- Monitor team performance against service standards, quality measures and operational targets.
- Implement and maintain robust quality assurance processes.
- Analyse performance data and identify opportunities for process improvement and enhanced service delivery.
- Lead, coach and develop team members, promoting a positive and high-performing culture.
- Build effective relationships with internal departments, legal advisers, employers and external stakeholders.
- Support continuous improvement initiatives and contribute to wider operational projects.
- Prepare reports, handle escalated enquiries and respond to complaints where required.
- Deputise for senior management as needed.
About You
To be successful in this role, you will demonstrate:
- Previous experience within a regulatory, compliance, professional standards, investigations or similar environment.
- Experience managing and developing teams within a fast-paced operational setting.
- Strong decision-making skills with the ability to assess complex information and manage risk effectively.
- Excellent analytical and problem-solving abilities.
- Experience handling sensitive and confidential information with professionalism and discretion.
- A track record of improving processes, implementing change and driving performance improvements.
- Strong stakeholder management skills with the ability to build credibility and influence at all levels.
- Experience monitoring workloads, managing KPIs and producing management information.
- Excellent verbal and written communication skills.
- Strong IT skills, including experience using case management systems and Microsoft Office applications.
- A commitment to equality, diversity, inclusion and delivering outstanding customer service.
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What's on Offer
- Hybrid working model combining office and home working.
- Opportunity to lead a high-profile, purpose-driven function.
- Supportive and collaborative working environment.
- Ongoing professional development and leadership opportunities.
- The chance to play a key role in protecting the public and maintaining professional standards.
If you are an experienced operational leader with a background in investigations, regulation, compliance or professional standards and are looking for a rewarding leadership opportunity, we would love to hear from you!
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Desired Skills and Experience
- Lead and manage a team responsible for assessing and reviewing incoming complaints and concerns.
- Ensure decisions are transparent, legally sound, evidence-led and proportionate.
- Oversee the progression of complex, sensitive, high-risk and high-profile cases.
- Provide technical guidance and support to team members on case assessment and decision-making.
- Monitor team performance against service standards, quality measures and operational targets.
- Implement and maintain robust quality assurance processes.
- Analyse performance data and identify opportunities for process improvement and enhanced service delivery.
- Previous experience within a regulatory, compliance, professional standards, investigations or similar environment.
- Experience managing and developing teams within a fast-paced operational setting.
- Strong decision-making skills with the ability to assess complex information and manage risk effectively.
- Excellent analytical and problem-solving abilities.
- Experience handling sensitive and confidential information with professionalism and discretion.
- A track record of improving processes, implementing change and driving performance improvements.
- Strong stakeholder management skills with the ability to build credibility and influence at all levels.
- Experience monitoring workloads, managing KPIs and producing management information.
- Excellent verbal and written communication skills.
- Strong IT skills, including experience using case management systems and Microsoft Office applications.
- A commitment to equality, diversity, inclusion and delivering outstanding customer service.
- Lead, coach and develop team members, promoting a positive and high-performing culture.
- Build effective relationships with internal departments, legal advisers, employers and external stakeholders.
- Support continuous improvement initiatives and contribute to wider operational projects.
- Prepare reports, handle escalated enquiries and respond to complaints where required.
- Deputise for senior management as needed.
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