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- Tasks: Be the friendly face of our department, handling enquiries and referrals with care.
- Company: Join Westminster City Council, a diverse and inclusive workplace committed to community impact.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for personal growth.
- Other info: We champion equality and support Care Leavers in their first job journey.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in customer service and data management is essential; be ready to engage with diverse communities.
The predicted salary is between 34359 - 37509 ÂŁ per year.
Salary range: ÂŁ34,359 - ÂŁ37,509 per annum. Salary negotiable depending upon experience.
Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QPHours per week: 36.
Contract type: Temporary for 12 months.
Closing date: 17 May 2026.
About Us:
Regeneration, Economy and Planning in Westminster City Council is a world of extraordinary stories, where little things can have a huge impact on people's lives.
The Role:
As Triage and Referral Officer you can make your own powerful contribution to Westminster's success. Acting as the friendly, approachable and customerâfocused face of our department, you'll be the first point of contact when people contact us via telephone or email, and will log, process and triage all enquiries and referrals. You will resolve basic enquiries on your own and quickly redirect others to the appropriate departmental service, while maintaining our information systems, databases and processes to facilitate monitoring and reporting of cases.
Committed to maintaining the electronic files you work with in line with General Data Protection Regulations, Information Security and all relevant policies and legislation, you will carry out a range of entry and cleansing work to keep our databases accurate and up to date, ensuring that Westminster City Council's standards are met at all times.
In addition to these key tasks, you will provide robust administrative assistance, supporting managers with HR responsibilities, delivering accurate team staffing information, working on complaints procedures and ensuring the team has access to the latest documentation.
You should be a highly motivated, engaged and collaborative team player with experience of using a variety of methods and sources to gather relevant data and information. You will possess keen attention to detail, manage diaries and support event management, and be proficient in using information systems and databases. You should have experience of data entry and cleansing tasks and be ready to keep accurate records of engagement activities, ideally through CRM systems.
Experience of logging, processing and triaging enquiries and referrals received via telephone, email and other communication channels is essential. You should have used your friendly and professional skills as a first point of contact in a customerâfacing service environment, building rapport with people at all levels and from different backgrounds. Excellent communication skills will help you develop positive relationships with colleagues and stakeholders.
Capable of responding flexibly to changing priorities, you will be able to senseâcheck information to understand problems fully and, if necessary, escalating. You should have confident IT office system skills and be ready to assist with capturing research outcomes and translating these into concise, meaningful reports.
Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job and who wish to be considered under our scheme will automatically be invited to interview if they meet the essential criteria for the role.
What We Offer:
Westminster is an amazing place, home to more than 200,000 residents, over 50,000 businesses and nearly threeâquartersâofâaâmillion people working in Westminster.
We work towards a Fairer Westminster. Our strategy is to keep our communities at the heart of decisionâmaking, build an inclusive city that celebrates diversity and welcomes all residents, workers and visitors.
We pride ourselves on being an inclusive workplace and employer of choice, encouraging applications from people of all backgrounds. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best â the Westminster Way.
As a forwardâthinking Council we offer flexible working patterns and Agile working to accommodate different working styles.
The Council is a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you meet the essential criteria. If you are invited for interview, we will discuss any reasonable adjustments you need to attend and provide them where possible.
We reserve the right to extend or close this vacancy early without warning, subject to the volume of suitable applicants.
Triage and Referral Support Officer WCC623671 in City of Westminster employer: Hampshire County Council
Contact Detail:
Hampshire County Council Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Triage and Referral Support Officer WCC623671 in City of Westminster
â¨Tip Number 1
Get to know the role and the team! Research Westminster City Council and understand their values. When you show genuine interest in what they do, itâll shine through in your conversations.
â¨Tip Number 2
Practice your communication skills! As a Triage and Referral Support Officer, you'll be the friendly face of the department. Role-play common scenarios with a friend to boost your confidence and ensure you can handle enquiries smoothly.
â¨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events. Building relationships can give you insider info and might even lead to a referral â which is always a bonus!
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, it shows youâre serious about joining the team at Westminster City Council.
We think you need these skills to ace Triage and Referral Support Officer WCC623671 in City of Westminster
Some tips for your application đŤĄ
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so donât be afraid to show your enthusiasm for the role and how your experiences align with what weâre looking for.
Tailor Your Application: Make sure to customise your application to fit the Triage and Referral Support Officer role. Highlight your relevant skills and experiences that match the job description, especially your customer service and data management abilities.
Keep It Clear and Concise: We appreciate clarity! Make your application easy to read by using clear language and breaking up text into manageable sections. This helps us quickly see why youâd be a great fit for our team.
Apply Through Our Website: Donât forget to submit your application through our website! Itâs the best way to ensure it gets to us directly and allows you to keep track of your application status easily.
How to prepare for a job interview at Hampshire County Council
â¨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Triage and Referral Support Officer. Familiarise yourself with the key tasks mentioned in the job description, such as logging enquiries and maintaining databases. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
â¨Showcase Your Communication Skills
As the first point of contact, excellent communication is crucial. Prepare examples of how you've effectively communicated with customers or colleagues in previous roles. Think about times when you resolved issues or built rapport with people from diverse backgrounds, as this will highlight your ability to connect with residents.
â¨Demonstrate Attention to Detail
Given the importance of data entry and maintaining accurate records, be ready to discuss your experience with data management. Bring up specific instances where your attention to detail made a difference, whether it was in keeping databases updated or ensuring compliance with regulations. This will reassure the interviewers of your capability in this area.
â¨Be Ready for Scenario Questions
Expect questions that assess how you'd handle real-life situations, like triaging an urgent enquiry or dealing with a frustrated resident. Practice your responses to these scenarios, focusing on your problem-solving skills and ability to prioritise tasks. This will help you convey your readiness to adapt to changing priorities in the role.