Helpline
The voice of the ICO
The Helpline Team is the first point of contact for the thousands of people who call the ICO, so we have a very important role to play. There is never a dull moment as we answer calls from a range of people and organisations. It is an exciting place to be. And you can rest assured that all of our people are trained to deal with any calls and have the backing of a strong support network to help deal with more complex enquiries.
However, we don’t spend all of our time on the phone. We spend half of our time responding to written enquiries, updating our knowledge and preparing casework. Here you will enjoy varied and truly interesting work as part of a friendly team that has a talent for communicating with people and making a good first impression.
Key facts:
- On average, calls last for about five minutes.
- We receive over 2,000 calls a week.
- We answer 96% of all calls received - first time.
- Callers only wait an average of 30-40 seconds to speak to an officer.
- 98% of all calls answered are dealt with by us, without the need to transfer the call.
Roles in Helpline
Our Wilmslow based team consists of Customer Service Officers and a Helpline Manager.
Our people were involved in every aspect of this high profile case study of The Consulting Association.
