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- Tasks: Lead the triage process, ensuring residents receive timely support and assistance.
- Company: Join Connect2Hackney, a Hackney Council initiative dedicated to community support.
- Benefits: Enjoy hybrid working, professional development opportunities, and a chance to make a real impact.
- Why this job: Be the first point of contact for residents in need and help shape community welfare.
- Qualifications: Strong communication skills, attention to detail, and a passion for helping others are essential.
- Other info: Work full-time with a supportive team focused on making a difference.
The predicted salary is between 24000 - 42000 £ per year.
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Commercial Services Group provided pay range
This range is provided by Commercial Services Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Commercial Services Group
Connect2Hackney, part of the Commercial Services Group, have an exciting opportunity to be part of the Here To Help service within Hackney Council. As a Hackney-owned talent partnership, we understand the unique needs of our borough, and we\’re looking for passionate individuals to make a real difference.
Are you ready to be the first point of contact for residents in need? Do you have a keen eye for detail and a passion for helping others? If so, we want to hear from you!
The Role: Allocations and Triage Lead (Grade SO2)
Full-Time: 36 hours per week
Initial Contract: 14th July – 7th November 2025
Hackney Here To Help brings together a range of discretionary support and integrated welfare advice, providing a crucial single point of access for our residents. As our Allocations and Triage Lead, you will be integral to ensuring we manage demand effectively and provide timely, appropriate support to those who need it most.
What you\’ll be doing:
- Daily Triage: Reviewing all new applications to Here To Help, expertly triage each case, and allocating it to the correct team (\’work trays\’).
- Urgent Response: Ensuring residents with urgent needs, vulnerabilities, or time-sensitive requests (like rent deposits) are fast-tracked to an assessing officer.
- Mailbox Management: Supporting the Money Hub mailbox, triage requests, escalating urgent enquiries, and answering basic queries.
- Accurate Record Keeping: Utilising various information management systems (Appsheet, Academy, Comino, Family Fund) to ensure meticulous record-keeping.
- Safeguarding: Identifying and escalating urgent needs or safeguarding risks to management.
- Supplier Liaison: Occasionally fielding enquiries from suppliers, providing timely information and liaising with all relevant parties.
- Financial Support: On occasion, supporting managers with raising purchase orders for the Hackney Discretionary Crisis Support Scheme.
- Project Support: Assisting the Income Maximisation Lead and Discretionary Awards Manager with ad hoc projects and initiatives.
- Bulk Processing: Leading on bulk allocation and triage processes, including bulk payments, BACs payments, and Gov Notify notifications.
- New Refugees Support Scheme: Leading the processing of applications for HSF-funded New Refugees Support, including resident liaison and administration.
- Professional Development: Participating in regular 1:1s with your line manager, focusing on workload, development, and support.
- Team Collaboration: Attending team meetings and collaborating with colleagues to deliver the best outcomes for residents.
- Hybrid Working: Working in person at Hackney Service Centre one day per week (Tuesday) and for meetings/training as required.
What you\’ll bring:
- Knowledge is Power: A strong understanding of the various types of support Here To Help offers and associated eligibility, including discretionary schemes.
- Prioritisation Pro: A strong understanding of the hierarchy of needs, knowing which issues demand urgent attention.
- Communication Ace: Excellent written and verbal communication skills, adaptable for diverse audiences, including residents with low English proficiency or literacy.
- Payment Savvy: Familiarity and experience with payment processing systems and requirements.
- Detail-Oriented: Exceptional attention to detail.
- Tech-Comfortable: Experience learning new information management systems and comfortable with various databases.
- Collaborative Spirit: Comfortable working with external suppliers and third-sector partners.
- Problem Solver: Able to problem-solve effectively when faced with new challenges.
- Adaptable & Autonomous: Comfortable with new processes and change, able to work autonomously, using good judgment and seeking advice when needed.
- Team Player: Enjoy working within a team and with other service areas to achieve the best outcomes for residents.
Ready to make a tangible difference in the lives of Hackney residents?
Apply now and become a vital part of our community\’s support network!
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Accounting/Auditing, Administrative, and Finance
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Allocations and Triage Lead employer: Commercial Services Group
Contact Detail:
Commercial Services Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Allocations and Triage Lead
✨Tip Number 1
Familiarise yourself with the Here To Help service and its various support schemes. Understanding the eligibility criteria and types of assistance available will help you demonstrate your knowledge during any discussions or interviews.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've effectively triaged cases or managed urgent requests in previous roles. This will highlight your ability to prioritise and respond to residents' needs swiftly.
✨Tip Number 3
Brush up on your communication skills, especially in adapting your approach for diverse audiences. Consider practising scenarios where you might need to explain complex information clearly to residents with varying levels of understanding.
✨Tip Number 4
Network with current or former employees of Hackney Council or similar organisations. They can provide valuable insights into the role and the work culture, which can help you tailor your approach when applying through our website.
We think you need these skills to ace Allocations and Triage Lead
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Allocations and Triage Lead position. Tailor your application to highlight how your skills and experiences align with these specific duties.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles or experiences that demonstrate your ability to manage triage processes, handle urgent requests, and maintain accurate records. Use specific examples to illustrate your achievements.
Showcase Communication Skills: Given the importance of communication in this role, ensure your application reflects your written and verbal communication abilities. Consider including examples of how you've effectively communicated with diverse audiences in past positions.
Tailor Your Cover Letter: Craft a personalised cover letter that addresses the key points mentioned in the job description. Explain why you are passionate about helping residents and how your background makes you a suitable candidate for the Allocations and Triage Lead role.
How to prepare for a job interview at Commercial Services Group
✨Understand the Role
Make sure you have a solid grasp of what the Allocations and Triage Lead position entails. Familiarise yourself with the Here To Help service and the types of support offered. This will help you articulate how your skills align with the role during the interview.
✨Showcase Your Communication Skills
Since the role involves interacting with residents who may have low English proficiency, demonstrate your ability to communicate clearly and effectively. Prepare examples of how you've adapted your communication style in previous roles to suit different audiences.
✨Highlight Your Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully navigated challenges or resolved issues. The interviewers will be looking for your ability to think on your feet and provide timely solutions, especially in urgent situations.
✨Demonstrate Attention to Detail
Given the importance of accurate record-keeping in this role, prepare to discuss how you ensure precision in your work. You might want to share examples of how your attention to detail has positively impacted your previous roles.
