We’re seeking a detail-focused Triage Officer to provide a professional frontline enquiry service to registrants and the public. You'll assess and log concerns relating to protection of title, health, character, and fitness to practise, making timely triage decisions to support our regulatory processes.

Scope of Job

To provide a quality frontline enquiry service to registrants and members of the public seeking information and guidance on protection of title, health and character and potential fitness to practise cases. To receive, log and effectively progress to the initial triage decision potential fitness to practise concerns and make the initial triage decision.

Main Duties and Key Responsibilities

Your principal duties and key responsibilities will be:

• Receive and effectively manage a range of enquiry calls from applicants, registrants and members of the public, working as one team with your with peers to ensure all cases are answered and responded in line with customer service standards.
• Maintain and use your up-to-date knowledge of the HCPC’s fitness to practise, protection of title and health and character work to ensure accurate and good quality advice is provided to all callers.
• Receive and accurately log new potential fitness to practise concerns and conduct proportionate and timely initial enquiries to inform a triage decision.
• Identify high-risk concern and cases and ensure that these prioritised and progressed for action.
• Maintain accurate and up-to-date records, case files, systems and databases to ensure the effective management of your work.
• Ensure your continued compliance with the current policies, guidance and service standards governing your work.
• Work as part of the team, supporting and assisting colleagues to achieve team priorities, objectives, targets and goals.
• Understand and comply with the information security requirements for information accessed or processed in carrying out the duties of the role, treating the information with appropriate care as set out in the Information Classification and Handling Policy.
• Carry out the responsibilities of the post with due regard to the HCPC's Equality and Diversity Policy and to treat colleagues and other HCPC stakeholders with respect and dignity at all times.
• In addition to those duties, the HCPC reserves the right to require you to undertake additional or other duties within your capacity as may from time to time be reasonably required and necessary to meet the needs of the organisation.

Closing Date: Friday 18th of July 2025 at 1pm.We reserve the right to close this job advert early if we receive a high volume of applications. We encourage you to apply as soon as possible.

Interview Date: Week commencing 4th August 2025. Interviews will be on Microsoft Teams.

Application information: ** Please submit a supporting statement along with your CV. Applications without a supporting statement will not be reviewed. There will also be an assessment along with the interview.

Further information on this role is detailed in the Job Description and Person Specification. Please click here to download the Job Description and Person Specification

HCPC’s vision is to be recognised as an actively anti-discriminatory organisation that upholds and promotes best practice in equality, diversity and inclusion and an active ally for change. We are a Disability Confident employer and aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the HCPC. We will make reasonable adjustments and adaptations to ensure the recruitment process is inclusive and barrier-free and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to have a confidential discussion on how we can support you, please contact recruitment@hcpc-uk.org .

Our values  underpin what we do and how we do it, to help us operate to high standards and effectively as a regulator and employer*.* In addition to the core competencies for this role, we will also assess you against our values during the selection process: Please refer to the HCPC Values and Behavioural Framework.

For HCPC employees: Please refer to the eligibility criteria detailed in the Secondment policy.