Triage Authorised Officer (AO Grade, Complaints and Investigations)

Medicalcouncil; Dublin; Hybrid; EUR 40,000 - 72,000; Full time

Job summary

A national regulatory body is seeking a Triage Authorised Officer to assist with complaint management, supervise a call team, and ensure accurate data handling. Candidates should have frontline experience in customer service, especially within the healthcare or regulatory sectors. Strong communication and management skills are essential. This is a full-time position based in Dublin, with a hybrid working policy.

Benefits

Employee Assistance Programme

Training and Development

Public Sector pension

Qualifications

• Minimum of 2 years’ experience in a frontline customer service or complaints role.
• Experience with sensitive or complex calls.
• Strong verbal and written communication skills.

Responsibilities

• Assist in liaising with the CEO’s Office on complaint management.
• Supervise the in-house call team.
• Ensure accurate data entry and produce reports.

Skills

Customer service experience

Call handling

Team management

Communication skills

Data entry accuracy

Proficiency in Microsoft Office

Job description

Overview

Triage Authorised Officer (AO Grade, Complaints and Investigations) role at Medical Council.

Responsibilities

• Preliminary service: assist in liaising with the CEO’s Office on complaint management and provide guidance on required actions.
• Assist with assigning cases to Authorised Officers.
• Assist with the annual retention process of registered medical practitioners.
• Communication and Engagement: interact empathetically with complainants and doctors, guide on the most appropriate pathway to resolve concerns, clarify expectations, and explain available options. Record detailed notes in the case management system. Engage with risk framework as part of daily duties.
• Management of In-House Call Team: supervise day-to-day activities, provide coaching and monitor call volumes and response times; escalate as needed to the Triage Manager.
• Data Recording and Reporting: ensure accurate data entry, produce regular reports and dashboards, and flag emerging issues to the Triage Manager.
• Escalation and Referral Management: identify matters requiring escalation and ensure prompt referral to appropriate internal or external bodies; support implementation of referral pathways.
• Continuous Improvement: participate in reviews of triage processes, contribute feedback to refine guidance, scripts and workflows; collaborate to maintain and improve call-handling standards.
• Stakeholder Support: communicate professionally with complainants, doctors and internal stakeholders; develop plain English materials to enhance public understanding of the complaints process.

Essential Criteria

• Minimum of 2 years’ experience in a frontline customer service, complaints or triage role, ideally in a healthcare or regulatory setting.
• Experience handling sensitive or complex calls and providing appropriate guidance or escalation.
• Experience managing or supervising a team is highly desirable.
• Strong verbal and written communication skills; able to handle challenging conversations calmly and professionally.
• Excellent data entry and record-keeping skills with high attention to detail.
• Proficiency in Microsoft Office Suite and any legal management systems.
• Ability to prioritise and manage a busy workload in a high-volume environment.
• Strong understanding of confidentiality and data protection principles.

Essential Characteristics

• Empathetic and professional; able to manage sensitive conversations with understanding and neutrality.
• Strong communicator; clearly articulates complex information.
• Team-oriented; supports colleagues within the call team and directorate.
• Adaptable and resilient; works under pressure with changing priorities.
• Detail-oriented; committed to accuracy in documentation and reporting.
• Proactive; takes initiative in identifying issues and proposing solutions.
• Tech-savvy; comfortable using systems and contributing to process improvements.

Details of this Appointment

Position Type: Full-time permanent with a 6-month probationary period.

Salary: Starting salary €40,268 (first point of Administrative Officer PayScale). Depending on public service status, entry point may be higher. Salary increments apply annually in line with the Administrative Officer PayScale, subject to satisfactory performance.

Administrative Officer PayScale (illustrative): €40,268; €42,964; €43,736; €47,113; €51,436; €54,847; €69,157; €71,637; €74,112 (details may vary).

Annual Leave: 25 working days plus public holidays.

Hours: 35 hours per week, Mon–Fri.

Location: Kingram House, Kingram Place, Dublin 2. Hybrid work policy; currently 2 days in the office per week, subject to change.

Pension: Public Sector pension; entries commence on joining. Transfers may be possible for current public servants.

Rewards and Benefits

Dedicated Wellbeing Group, Employee Assistance Programme, fitness and wellbeing initiatives, Training and Development, Sick Leave Scheme, TaxSaver, Bike to Work, Subsidised Flu Jabs, Exam/Study Leave, Income Continuance Scheme, team events, Civil Service Credit Union.

Apply by

18 September 2025

Expected Interview Date: Week commencing 8 October 2025