Operations Manager (Triage)

Location: One Canada Square, London
Department: Case Progression
Salary: £49,945 - £58,232
Hours: 34.75
Contract Type: Permanent

Role Purpose

The role holder will primarily lead and manage the performance of the triage function, ensuring that initial concerns raised against registrants are assessed promptly, proportionately and appropriately against the General Optical Council’s (GOC) published Acceptance Criteria. This includes allocating work, assessing risk and providing support, guidance and direction to the triage and administration teams. Additionally, the role holder will exercise delegated decision‑making on whether to close a concern, refer it to the Optical Consumer Complaints Service (OCCS), or open a fitness to practise investigation.

The role holder will provide management support to other Operations Managers in their work when required, including ensuring the effective coordination of triage, investigation and advocacy operations, particularly in high-risk, urgent or complex cases.

Key Accountabilities

• Lead, manage and support the triage function to ensure all new fitness to practise concerns are assessed promptly, proportionately and appropriately against the GOC’s Acceptance Criteria, including allocating work, assessing risk and providing guidance and direction to triage and administration teams.
• Exercise delegated authority to make triage decisions on whether concerns should be closed, referred to the OCCS, or opened for full investigation, ensuring decisions are consistent, evidence‑based and properly reasoned.
• Provide quality assurance, governance and oversight for triage decision‑making, leading case discussions, reviews and reflective learning to support continuous improvement.
• Identify, assess and manage risk at the earliest stage of the process, escalating appropriately in line with GOC policy and public protection principles.
• Support other Operations Managers when required, including the effective coordination of triage, investigation and advocacy operations, particularly in high‑risk, urgent or complex cases.
• Contribute to the development, implementation and refinement of FtP systems, processes and quality standards to enhance service delivery.
• Undertake interim order‑related responsibilities when required, including risk assessments, quality assurance of interim order processes, and support for the management and monitoring of interim order applications, reviews and High Court extensions.
• Provide management support to other FtP functions (including investigations, interim orders and hearings) as required.

Essential Skills/Experience/Qualifications

• Experience in a management or supervisory role within a casework‑based, investigative, regulatory or legal environment.
• Knowledge of triage or investigation processes in healthcare or another regulatory/quasi‑judicial context.
• Experience of risk assessment and evidence‑based decision‑making.
• Understanding of interim order processes or willingness to develop expertise rapidly.
• Strong written and verbal communication skills, with the ability to explain decisions clearly and concisely.
• Good MS Office and case management system skills.

We reserve the right to close this role early dependent on number of applications.

Interviews are expected to take place week commencing 15 December 2025.

Please note that your application will only be considered if it includes both CV and a cover letter. The cover letter should be no longer than 2 A4 pages and must demonstrate how you meet the essential criteria of this role.

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