Triage Authorised Officer (AO Grade, Complaints and Investigations)
Under section 58 of the Medical Practitioners Act 2007, the CEO of the Medical Council appoints Authorised Officers to support both the CEO and the Preliminary Proceedings Committee (PPC) in handling complaints.
The Council is hiring a Triage Authorised Officer within the Complaints & Investigations Directorate.
The Medical Council is seeking to recruit a Triage Authorized Officer to assist in the delivery of its complaints triage function within the Complaints & Investigations Directorate. This position is central to the early engagement with members of the public who have concerns or are considering making a complaint, and to managing the internal call-handling function. Reporting directly to the Triage Manager, the Triage Authorised Officer will be responsible for communicating with potential complainant and doctors, overseeing the in-house call team, supporting data reporting, and escalating matters where appropriate.
The successful candidate will contribute to a respectful, professional, and empathetic public-facing service that supports both complainants and medical practitioners in understanding the complaints process.
Key Responsibilities:
- Preliminary Service
- Assist in liaising with the CEOs Office on complaint management and provide guidance on actions that are required.
- Assist in the assigning of cases to Authorised Officers.
- Assist with the annual retention process of registered medical practitioners.
Communication and Engagement:
Communicate in an empathic manner with those who contact the Medical Councils with complaints or concerns about a doctor.
Provide guidance to complainants on the most appropriate pathway for resolving their concerns, with the aim of reducing the number of complaints that proceed through the formal process.
Offer guidance on the complaints process, clarify expectations, and ensure potential complainants understand available options.
Provide guidance and support to the Investigation teams by offering clear rationale for why certain complaints meet the relevant criteria.
Record detailed, accurate notes of each call in the case management system.
- Actively engage with the risk framework of the Medical Council.
Management of In-House Call Team:
Supervise the day-to-day activities of the internal call-handling team to ensure timely and high-quality service delivery.
Provide coaching, guidance, and support to team members.
Monitor call volumes and response times, escalating concerns to the Triage Manager as needed.
Data Recording and Reporting:
Ensure data from all calls and cases are entered accurately and consistently into internal systems.
Produce regular reports and dashboards to assist in monitoring service performance and complaint trends.
Flag emerging issues, patterns, or risks to the Triage Manager for further analysis or escalation.
Escalation and Referral Management:
Identify complaints or queries that require escalation and ensure they are referred appropriately and promptly.
Support the implementation of referral pathways to internal departments and external bodies where applicable.
Continuous Improvement:
Participate in reviews of triage processes to enhance efficiency and stakeholder experience.
Contribute feedback from callers to help refine public guidance, call scripts, and triage workflows.
Collaborate with the Triage Manager to ensure call-handling standards are maintained and improved.
Stakeholder Support:
Support communication with complainants, doctors, and internal stakeholders with professionalism, discretion, and empathy.
Assist with the development of plain English materials and information resources to enhance public understanding of the complaints process.
Essential Criteria:
- Minimum of 2 years' experience in a front-line customer service, complaints, or triage role, ideally in a healthcare or regulatory setting.
- Demonstrated experience in 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, with the ability 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 - Capable of articulating complex information clearly and confidently.
- Team-Oriented - Supports and uplifts colleagues within the call team and broader directorate.
- Adaptable and Resilient - Able to cope with a high-pressure environment and 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: This appointment will be offered on a full-time permanent basis. A 6-Month probationary period applies to this appointment.
Salary: Starting salary will be at €40,268 which is the first point of the Administrative Officer PayScale.
If you are currently a serving civil or public servant, your entry point to the PayScale may be higher based on your current salary.
There will be salary increment each year in line with the Administrative Officer Grade PayScale and subject to satisfactory performance, until the maximum point on the scale has been reached. The rate of remuneration will not be subject to negotiation and may be adjusted from time to time in line with Government pay policy.
Administrative Officer PayScale:
€40,268 €42,964 €43,736 €47,113 €51,436 €54,847
€69,157 €71,637' €74,1122
(1) - after 3 years satisfactory service at the maximum.
(2) - after 6 years satisfactory service at the maximum.
Annual Leave: 25 working days plus public holidays
Hours: 35 hours per week, Mon-Fri.
Location: The Medical Council's offices are located at Kingram House, Kingram Place, Dublin 2. We operate a hybrid working policy as determined by the Medical Council policy from time to time. Currently we require staff to work in the office 2 days a week, this may be subject to change in the future.
Pension: The Medical Council offers a pension through the Public Sector Scheme. Contributions to the scheme will commence on joining the organisation. Candidates currently working in the Public or Civil Service may transfer their pension.
Rewards/ Benefits:
Dedicated Wellbeing Group and Wellbeing Initiatives, Employee Assistance Programme, Digital Gym and Wellbeing App, Training and Development, Education, Public Service Sick Leave Scheme, TaxSaver Travel Tickets, Bike to Work Scheme, Subsidised Flu Jabs, Paid Exam Leave & Study Leave, Income Continuance Scheme, Team Building and Away Days, Civil Service Credit Union,
Apply by: 18th September 2025
Expected Interview Date: Week Commencing 8th October 2025
