Triage Manager

Your new company

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.

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.

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