Information Access Service Specialist

The National Archives; Twickenham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A government agency in Twickenham seeks a Service Advisor for managing Freedom of Information requests. The role involves logging cases, monitoring communications, and supporting casework within a hybrid work environment. Ideal candidates will demonstrate strong research, communication, teamwork, and decision-making skills. This position offers benefits including a generous holiday allowance and a commitment to professional development.

Benefits

Generous benefits package

Pension contributions

Onsite gym

Discounted café rates

Training opportunities

Qualifications

• Ability to carry out research and summarize findings clearly.
• High standard of written and verbal communication.
• Confidence to negotiate at senior levels.
• Flexibility to meet teamwork targets and deadlines.

Responsibilities

• Manage and coordinate FOI requests.
• Log new cases and triage effectively.
• Perform relevancy checks on FOI cases.
• Monitor incoming emails and respond to inquiries.
• Assist with FOI casework and redaction.

Skills

Research skills

Written and verbal communication

Negotiation skills

Teamwork

Decision-making

Professional service commitment

Initiative under pressure

Time management

Education

Knowledge of the Freedom of Information Act 2000

High IT literacy including Microsoft Outlook, Excel, Word

Tools

Case management systems

Microsoft Office Suite

Job description

Job Overview

The FOI Centre is responsible for overseeing Freedom of Information (FOI) activity across The National Archives (TNA) and for handling FOI requests for access to information contained within closed archival records and our own corporate (business) information. Reporting to an FOI Manager, this role will assist the Centre in managing and coordinating FOI requests across TNA, by monitoring the case management system, triaging and entering requests, and managing customer correspondence to ensure the FOI requests being processed are accurate and up to date. The Service Advisor will assist case officers in ensuring all requested information is managed properly and update requesters as required.

Applicants should be based in the UK and may be required to travel to our Kew site for at least 60% of their work time. The role is a combination of onsite and remote working.

Role and Responsibilities

• Assist in the management and coordination of all FOI requests.
• Log all new cases received into the FOI Centre within our tracking system and highlight complex cases or those needing immediate attention.
• Complete an initial triage of FOI cases to identify those requiring standard responses and send appropriate responses to enquirers.
• Undertake relevancy checks into requested series of records to ensure each request is relevant and can be accurately fulfilled.
• Identify all cases due for a response daily and liaise with case officers to establish required responses.
• Monitor all incoming e‑mail inboxes/post to the FOI Centre, logging FOI requests, answering straightforward enquiries, and circulating e‑mails for further attention.
• Monitor corporate requests received and identify any that may require consultation with other government departments, liaising with relevant stakeholders if appropriate.
• Alert the Head of Centre to any problems identified with regard to the processing of requests so that remedial action may be taken and long‑term solutions implemented.
• Develop expert user knowledge of TNA’s tracking system to assist with advising on the service requests.
• Assist with preparation of figures for monitoring and reporting purposes for the Head of FOI Centre, ensuring accuracy and timeliness.
• Develop own knowledge of the FOI Act and FOI casework at TNA and assist case officers with a small amount of FOI casework and redaction work on an ad hoc basis, if opportunities arise.
• Assist in handling complaints regarding Freedom Of Information.
• Carry out initial investigation into FOI casework records, prepare case files/folders, and add summaries of steps taken for the FOI Managers, including links to previous IR/ICO/Triumble cases where applicable.
• Locate and prepare documents for bundles presented to the Information Commissioner’s Office / Information Tribunal.
• Assist with managing the publication of information requests to TNA’s website by establishing a list of corporate FOI responses sent each month.
• Identify whether templates have been prepared by FOI case handlers; prepare templates if they have not been completed and liaise with case handlers as necessary.
• Use WordPress to update TNA’s website/FAQs and any editorial changes, liaising with the internal web team to ensure timely publication.
• Assist with FOI Centre administration and provision of training: distribute FOI training information to new starters and maintain spreadsheets; liaise with FOI Managers to ensure cover at internal Information Management training sessions, overseeing/managing the rota.
• Assist the Centre in organising training, team meetings, and hosting visitors on site when required; chair FOI Centre team meetings, compiling meeting agendas and minutes as required.
• Provide administrative support for the Advisory Council on National Records and Archives FOI Panel consultations and for TNA’s Reclosure cases and Reclosure Panels when necessary.
• Raise purchase orders as and when required by the Head of the FOI Centre.

Person Specification

Essential Criteria

• Demonstrate the ability to carry out research into records, assimilate large amounts of information, analyse textual content, and summarise findings clearly and concisely.
• High standard of written and verbal communication.
• Confidence and ability to negotiate at a senior level across government departments.
• Good teamwork skills and flexibility in approach to work, to meet targets.
• Demonstrate the ability to make decisions using sound judgement and escalating issues as required.
• Commitment to providing a professional service to the public and/or other government departments.
• Team player able to work on own initiative under pressure.
• Ability to work to deadlines, perform well under pressure, and prioritise/balance demanding workloads.

Desirable Criteria

• Knowledge of the Freedom of Information Act 2000 and related legislation.
• High level of IT literacy, including strong knowledge of Microsoft Outlook, Excel, Word, and SharePoint.
• Experience with case management/tracking systems.
• Project management experience.

Additional Requirements

SC clearance or willingness to obtain SC clearance will be required for this role. Candidates must have been resident in the UK for at least the past three years. The organisation is unable to offer visa sponsorship.

Working Conditions

Normal office environment, use of screen equipment, lifting items up to 10 kg, and exposure to distressing material via FOI request handling. The role may involve working at the Kew site and remote working.

Benefits

• Generous benefits package including pension, sports and social club facilities, onsite gym, discounted rates at our on‑site café, and opportunities for training and development.
• Annual leave entitlement of 22 days per calendar year (rising to 25 after the first year and incrementally to 30 days after six years) and 10½ days public and privilege holidays per annum.

Contact Point for Applicants

National Archives Recruitment Team
email: [e-mail]