Customer Service Adviser (Case Officer)

As a Customer Service Adviser (Case Officer) in Public Advice and Data Protection Complaints you will assist members of the public in exercising their information rights. This involves handling data protection complaints that we receive and responding to enquiries in writing, over the telephone, on live chat and through social media.
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., Public Advice and Data Protection Complaints Services is a busy and varied department providing both our live services to members of the public and managing the data protection complaints we receive.
We operate a public advice helpline together with live chat. We deal with all manner of data protection complaints and enquires that we receive from start to finish. This involves telephoning and writing to those people who contact us, and organisations who have complaints made against them. Case Officers will be responsible for handling their own caseload, contributing to our live services and providing excellent customer service at all times., + 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 with organisations 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.
+ 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
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 deal with a demanding workload and prioritise accordingly
+ Ability to work on own initiative and as a member of a team
+ Effective negotiation skills
+ Ability to ensure that the highest standards of quality and customer care are achieved
+ Excellent interpersonal skills with people at all levels
+ Ability to use standard office IT packages
+ Ability to make presentations, 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.

12 Month Fixed Term Contract
Full time / Part time
Salary: £ 26,652 with potential for further progression to £33,632 with our pay progression scheme.
Location: Hybrid
Contracted to our Wilmslow office 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 £26,652, Information Commissioner's Office contributes £7,721 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.