Case Officer

Case Officers in Freedom of Information are responsible for the front-end case handling process. This includes creating new cases and handling cases in their early stages. This involves communicating with the case parties to ensure we have all the required documents and identifying and working on cases that can be resolved at an early stage, including cases where the requester has not received a response.
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., + Providing accurate and helpful advice about information rights legislation across a variety of channels, including phone and live chat.
+ Providing appropriate outcomes for data protection complaints received from members of the public
+ Handling written work in line with established policies and procedures, managing a workload autonomously and making broadly independent decisions about priorities and opportunities to improve compliance.
+ Providing excellent customer service, developing a clear understanding of the customer’s needs, including identifying other ICO services that could help, and keeping them up to date about ongoing activities.
+ Negotiating to improve information rights practices, either in a current case or in the future as appropriate.
+ Identifying and communicating matters that are suitable for further action by the ICO.
+ Proactively developing legislative expertise, keeping abreast of developments in information rights legislation.
+ Proactively developing expertise in relevant areas of the UK economy and making recommendations for action accordingly.
+ Working collaboratively to develop strong working relationships with internal and external stakeholders.
+ Contributing to the growth of the public register and raising awareness of the requirement to pay a fee through working towards the wider aims of Business Services.
+ Processing and handling payments made to the ICO and contacting organisations whose data protection fee is outstanding, where necessary.
+ Assisting in managing work queues and other administrative tasks to support the smooth running of our services.
+ Providing briefing or guidance material for more senior members of staff where necessary.
+ Very occasionally, accompanying colleagues to external meetings and events, giving or supporting presentations where necessary. This may involve travel outside office hours.
+ Comply with ICO policy and procedures

+ Experience relevant to the role requirements, as described in the role responsibilities and person specification, and accumulated through any combination of academic or vocational qualifications or experience.
+ Good intellectual and analytical ability in order to develop knowledge of legislation and apply it to variety of circumstances
+ High standard of literacy and effective written communication skills
+ Ability to deal with a demanding workload and prioritise accordingly
+ Ability to ensure that the highest standards of quality and customer care are achieved
+ Ability to use standard office IT packages
Essential criteria assessed during interview:
+ High standard of literacy and effective written communication skills
+ Effective verbal communication skills in particular the ability to provide clear advice over the telephone
+ Ability to work on own initiative and as a member of a team
+ Effective negotiation skills
+ Excellent interpersonal skills with people at all levels
+ Ability to make presentations
+ Ability to deal with a demanding workload and prioritise accordingly
+ Ability to ensure that the highest standards of quality and customer care are achieved, Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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.

Salary: £ 25,383 - £ 28,446, with potential for further progression to £32,030 with our pay progression scheme.
Location: Hybrid
Contracted to our Wilmslow however, we offer flexible home and office-based working opportunities. There will be times when you will be expected to attend the office to collaborate with colleagues or travel due to business need.
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 28.9%).
+ 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, Alongside your salary of £25,383, Information Commissioner's Office contributes £7,353 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides., Candidates with a disability who meet the minimum criteria for this vacancy will be invited to interview as part of the ICO’s commitment to the Disability Confident Scheme.