Team Manager – Business Services Full time / Part time Salary: £42,593- £48,245, with potential for further progression to £54,317 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. Job summary Business Services is the first, and often only, point of contact for most organisations that contact the ICO. We provide a range of front-line services to organisations of all sizes. We also focus on SMEs, providing them with additional support to help them understand and comply with their information rights obligations. We are hiring two Team Managers for Business Services. 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. Job description Team Managers directly manage a team of staff who split their time between front-line and back-office functions, including providing advice on live service channels, assessing written reports, and using what they learn from customers to help develop resources for SMEs. Team Managers are responsible for ensuring that their team’s work is completed to a consistently high standard and that processes and procedures are effective and followed. They must ensure staff are supported to manage their wellbeing and to fulfil their personal potential. They will also support our Group Managers in developing and improving our services. And as our live service hours are Monday to Friday, 9am to 5pm, there are no weekend or late-night shifts to cover. Part time applicants are welcome to apply and will be considered. Please state the working pattern you require when submitting your application. Key responsibilities: To ensure their team is developed effectively. To ensure that all team members are fully aware of the operational strategies, how to apply lines to take and how to work in accordance with established policies and procedures. To monitor team performance to ensure that it is of a consistently high standard and conducted in a timely manner, implementing remedial action where necessary. To ensure that work into the team is assessed and allocated appropriately as it arrives, identifying high profile or complex cases and, where necessary, initiating an escalation or referral process. To ensure that correspondence shared with all parties is of the highest possible standard, accurate and written in accordance with established lines to take and standards of clear communication. To analyse trends as they emerge within the team, using the data to help achieve group and departmental aims and inform group and departmental strategy. To be conversant with all relevant legislation, enabling the provision of advice to team members about individual cases. To deal with service complaints as required in line with all relevant policies and procedures. To represent the ICO as witness in legal proceedings if required. 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. The ability to manage, motivate and develop people Excellent intellectual ability in order to be able to analyse complex legislation and to apply it to particular cases Essential criteria assessed during interview: Excellent intellectual ability in order to be able to analyse complex legislation and to apply it to particular cases Good judgement and ability to take high profile decisions Excellent written communication skills Excellent verbal communication skills including dealing with stakeholders by telephone Strong interpersonal skills, including the ability to negotiate and maintain good relationships with senior officials in all areas of public life Ability to work under pressure and to handle large workloads The ability to manage, motivate and develop people 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. 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. If you are disabled or have an impairment and require an alternative application method, please email the HR team at recruitmentico.org.uk Closing Date Please submit your CV by 23:59, 23 February 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.