Job Description

Triage Officer
Permanent, Full Time
25,081 to 26,962 per annum
Location: Chelmsford
Working Style:
Closing Date: Tuesday 9th September at 11.59pm
Interview Date: Friday 19th September 2025.
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The Opportunity
Essex has a number of key employment and skills challenges including low productivity, low wages and lower than average workforce skills levels. Whilst the unemployment claimant count is low, Essex suffers from high levels of economic inactivity and significant pockets of deprivation in communities and cohorts.
To resolve these challenges, Essex County Council delivers the Connect to Work Programme which supports residents facing barriers or challenges to get into and maintain meaningful employment.
The Triage Officer will play key part in each resident's story by processing referrals to the programme, providing effective signposting, administration, and project support. The role requires a self-starter who can effectively manage their workload, take the initiative, and use personal judgement to resolve internal and external issues, ultimately having a strong working knowledge of the Connect to Work Programme.
Accountabilities

• Contribute to the successful delivery of the Connect to Work programme by providing high-quality administrative support and being a first point of contact for external enquiries to the programme.
• Maintain a strong understanding of eligibility and suitability requirements of the Connect to Work Programme, applying these to delivery of role activities.
• Undertake processing of Expressions of Interest received for the programme in the form of direct and third-party referrals from professionals, coordinating with providers and clients to ensure an efficient process is operated and expressions of interest are processed within specified timescales.
• Provide an initial assessment of Expression of Interest forms including checking all information has been provided, participants eligibility and suitability against the programme criteria is verified and using this to provide recommendations for participant engagement in the programme for review.
• Maintain effective working relationships with commissioned providers, facilitating support assessments for participants, ensuring referrals are implemented and escalating any issues in line with service standards.
• Engage with commissioned providers, participants and professional third parties throughout the triage and onboarding process, proactively communicating the progress and outcomes of Expressions of Interest, resolving internal and customer queries and escalating urgent or complex issues.
• Maintain a database of employment support and skills programmes, using this to provide signposting for support to those not eligible for the Connect to Work programme.
• Responsible for regularly updating the programme Management information System, PRaP and other data management systems as required by the role, ensuring accurate records are kept and confidentiality is maintained.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.

The Experience You Will Bring

• Educated to RQF Level 3 in Business Administration (or similar) or equivalent relevant experience in a business administration role.
• Significant experience of MS Office suite of programmes and their practical application, as well as the ability to use computerised systems with a high level of speed and accuracy.
• Experience of use of CRM / MIS system and/or other financial and data management systems.
• Ability to build good working relationships across a large, complex organisation with colleagues and customers.
• Experience of delivering customer-focused communication processes with an ability to tailor communication to meet the needs of the audience is essential with experience of working with clients / service users with additional support needs desirable.
• Ability to manage time effectively and demonstrate a wide understanding of customer needs and being able to manage their expectations as well as solve simple problems and identify alternative solutions.
• Ability to demonstrate a high level of attention to detail and a willingness to learn about the implications of compliance of Connect to Work is essential. Experience of working with Government programmes, particularly in employment and skills is desirable but not essential.

Why Essex?
As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we're committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in . With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.
In February 2025, Greater Essex was accepted onto the Government's devolution priority programme, which will see local authorities in Essex work towards establishing a Mayoral Combined County Authority by May 2026. You can read more about ) on our careers site.
Essex County Council is proud to be a Disability Confident Leader. We're committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process. We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.
Once you've secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.
At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the , including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.
Please note that the job role requires you to be mobile throughout an operational area. Therefore, the post holder will need to have a driving licence and access to a vehicle, or the ability to meet the mobility requirements of the role through other means.
As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to
Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.
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