Case Officer
Case Officer
Posted on :
18-04-2025
Employer Active
1 Vacancy
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Job Description
Case Officer
12 Month Fixed Term Contract
Full time / Part time
Salary:with potential for further progression to 33632 with our pay progression scheme.
Location: Hybrid
Contracted to our Wilmslow however we offer flexible home and officebased 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 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 ourwebsite.
Job summary
The Information Commissioners Office (ICO) is the independent regulator of information rights. In a datadriven 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.
As a Case Officer in the Public Advice and Data Protection Complaints Service you will assist members of the public in exercising their information rights by dealing with complaints raised about how organisations have used their personal information. You will also be responsible for responding to enquiries in writing over the telephone via our helpline on live chat and through social media.
Job description
Public Advice & Data Protection Complaints Services (PADPCS) 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 in line with the legislation we oversee. 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 analysing the complaints we receive and providing outcomes contributing to our live services and providing excellent customer service at all times.
Key responsibilities:
Providing appropriate outcomes for data protection complaints received from members of the public in line with the legislation we oversee.
Providing accurate and helpful advice about information rights legislation across a variety of channels including phone and live chat
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 customers 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.
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
Person specification
Essential criteria assessed at application stage:
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 ensure that the highest standards of quality and customer care are achieved
Essential criteria assessed during interview:
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
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
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.
Disabled candidates who meet the minimum criteria for this vacancy will be invited to interview as part of the ICOs commitment to the Disability Confident Scheme.
Candidates who declare they identify as belonging from an ethnic minority background andwho meet the minimum criteria for this vacancy will be invited to interview as part of the ICOs commitment to our EDI objectives and creating a workplace that represents the communities and societies we serve.
If you are disabled or have an impairment and require an alternative application method please email the HR team at
Closing Date
Please submit yourCV23:59 5 May 2025
Interviews will be held in person at our Wilmslow office w/c 19 May
We reserve the right to close this vacancy before this date should we receive sufficient applications. Please apply as soon as possible to ensure your application is considered.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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