Lead Case Officer – Public Advice and Data Protection Complaints Service

Why work for the ICO?

·       Pay progression scheme.

·       Hybrid and flexible working options. 

·       25 days paid holiday per year, plus privilege and public holidays.

·       Flexi leave (up to 26 additional days leave per year).

·       Pension (employer contribution around 26.6%).

·       Online discount scheme to save money at major supermarkets, retailers, gyms, restaurants, insurance providers and many more.

·       Health Cash Plan.

·       Fantastic development opportunities to learn and progress.

Further details can be found on the benefits section of our website .

About us

The Information Commissioner’s Office (ICO) is the independent regulator of information rights. In a data-driven world, we provide advice, guidance, and support to organisations enabling compliance with their obligations, as well as protecting individuals and their personal data.

As an employer, we are passionate about making a positive difference to the lives and careers of our people, and we empower you to be curious, impactful, collaborative and respectful.

About the role

Lead Case Officers have a busy and varied role. You will have responsibility for providing advice to the public on our live services and responding to the data protection complaints and enquiries we receive. You will need to have a keen eye for detail and be able to identify areas of non-compliance and work with organisations to educate them in the requirements of the legislation.

As well as carrying a personal case load, you will support your Team Manager by providing technical expertise on the legislation to support Case Officers in their role.

You will also  play an integral part is assisting and supporting staff delivering our live services via the Helpline and Live Chat.

KEY RESPONSIBILITIES

•        Providing accurate information and advice to customers about information rights legislation across a variety of channels.

•        Providing excellent customer service to all parties, managing expectations sensitively and communicating clearly, regularly and at an appropriate level, across all channels.

•        Working with organisations to achieve compliance with the relevant legislation, either in a specific case or in future cases where appropriate

•        Proactively developing legislative expertise, keeping abreast of developments in DP, PECR, EIR and FoI and NIS legislation and regulations as appropriate.

•        Working collaboratively to develop strong working relationships with any relevant internal and external stakeholders as appropriate.

•        Supporting engagement with the wider business community by attending external and internal meetings and events, giving presentations where necessary. This involves occasional travel to meetings and events (possibly outside office hours).

•        Coaching, training and advising Case Officers on their work

•        Supporting Team Managers to achieve an effective service, helping identify aspects of the service that could be improved.

•        Providing briefing or guidance material for more senior members of staff and presenting case overviews to colleagues where necessary.

•        Using judgement, intellectual ability and initiative, handle cases and undertake wider regulatory activity under the legislation overseen by the ICO in line with established strategies, policies and procedures.

•        Managing a caseload autonomously, making independent decisions about cases, priorities and opportunities to improve the practices of those the ICO regulates.

•        Identifying and communicating matters arising out of casework that are suitable for further action by the ICO.

About you

•                 Educated to degree level or equivalent  or work experience demonstrating graduate level ability

•                 At least 2 years relevant work experience

•                 Good intellectual and analytical ability in order to apply complex legislation to a variety of circumstances, and develop detailed technical knowledge in a given area of ICO activity

•                 Excellent standard of literacy and effective written communication skills for writing letters, reports and meeting notes

•                 Effective verbal communication skills in particular the ability to provide clear advice over the telephone

•                 Ability to deal with a demanding workload which may include considerable correspondence and to prioritise accordingly

•                 An ability to help others to develop their knowledge/ experience

•                 Ability to work on own initiative and as a member of a team

•                 Ability to make presentations to small groups

•                 Effective negotiation skills

•                 Excellent interpersonal skills with people at all levels

•                 Ability to use standard office IT packages

Equality, diversity, and inclusion

The ICO is committed to promoting and enhancing equality, diversity, and inclusion. We are focused on developing a workforce that is representative of the communities we serve and together we are building an inclusive workplace where all of our colleagues have the opportunity to make a real difference. We are championing this through our Equality Diversity and Inclusion Board together with a number of staff networks. Read more about our commitment on our website. 

If you have a disability or impairment and have difficulty using our online application system, please email the HR team at recruitment@ico.org.uk who can arrange for you to submit an application via an alternative method.

Job contact :

• Name : recruitment@ico.org.uk
• Email : recruitment@ico.org.uk
• Telephone : recruitment@ico.org.uk

Recruitment team

• Email : recruitment@ico.org.uk