Triage Lead (21470)

Position Role: The Triage Lead manages demand intake, prioritises and routes requests, balances workloads, ensures timely delivery, and acts as unit liaison.

Responsibilities:

1. Lead the SSAU triage function, ensuring effective intake, prioritisation, and routing of all incoming demand.
2. Define, maintain, and apply triage criteria, workflows, and routing rules to support consistent and auditable decision‑making.
3. Ensure timely and appropriate allocation of work to Core Processing or Specialist functions in line with service priorities and capacity.
4. Serve as main contact for unit personnel and external stakeholders, managing expectations and resolving initial queries efficiently.
5. Monitor demand patterns, volume, and complexity. Identifying risks or pressures and informing workforce planning and process improvement.
6. Maintain situational awareness across SSAU workflows to support service resilience and continuity.
7. Serve as Unit Liaison for designated units, ensuring clear communication and SSAU awareness of unit needs, plans, and issues.
8. Provide financial SME advice to units on pay, allowances, charges, benefits, and produce special financial cases as needed.

RAO Course 

Fully IT Literate and Competent JPA User - Experience in / competent user of full suite of Microsoft tools, Power BI, AI and other data analytic tools.

AGC(SPS)

Field - HR