At a Glance
- Tasks: Answer calls and assist the public with government survey queries.
- Company: Join the Office for National Statistics, the UK's largest producer of official statistics.
- Benefits: Competitive salary, flexible working hours, and a supportive team environment.
- Other info: Great opportunity for career growth in a dynamic and inclusive workplace.
- Why this job: Make a difference by helping people engage with important government surveys.
- Qualifications: Strong communication skills and experience in customer service preferred.
The predicted salary is between 21000 - 30000 £ per year.
The ONS operates a flexible hybrid working model across the UK, with colleagues linked to one of our contractual locations working between office and remote throughout the week. The locations for this role are Titchfield (Fareham). All colleagues on office-based contracts should be working primarily in their contractually allocated site for at least 40% of their working time.
The induction for this role will be delivered in person from 09:00am - 16:00pm. You will be required to complete a one‑week induction programme onsite at the ONS Titchfield office in Fareham. Following this initial induction period, you will then work primarily from your contractually allocated office location, spending at least 40% of your working time on site.
We welcome applications from candidates seeking part‑time or compressed working patterns. However, due to the nature of the work and the shift coverage required, the minimum number of contracted hours for this role is 30 hours per week.
Job Summary
Do you have excellent communication and organisational skills? Have you got a good eye for detail? If so, this might be the role for you. The Office for National Statistics (ONS) is the UK's largest producer of official statistics, covering a range of key economic, social and demographic topics.
This post sits within Social Surveys Telephone and Ports Collection (SSTPC) division which encompasses the International Passenger Survey community, who are based at airports, seaports, and international train stations across the UK, and the Telephone Operations community, which is based within our HQ offices. The division also incorporates the Survey Enquiry Line, who support field interviewers and the public who call in requesting assistance, and the Survey Validation team who undertake critical coding and editing work.
The Survey Enquiry Line Call Agents answer a high volume of calls from members of the public who have been invited to take part in government surveys in our inbound Customer Contact Centre. Call Agents work collaboratively within the team to maintain delivery at peak times. They are the first point of contact for members of the public and ONS field interviewers. Call agents deal with a variety of calls, including appointment booking, technical support and general queries relating to ONS surveys.
Call agents work on a shift basis covering the call centre opening times which are Monday – Friday 09:00-18:00 and 09:00 on Saturdays. Flexibility will be required within your role to support your team across these hours.
Responsibilities
- Taking incoming telephone calls from respondents and triaging individual queries.
- Process requests and queries in a timely manner.
- Identifying and resolving issues using the information available.
- Escalating queries of a more complex nature as required.
- Completing documentation to a high standard ensuring data and information captured.
Person specification
Essential Criteria
- Evidence of contact centre or inbound telephone experience, Software's such as 8x8 or similar telephony packages.
- Excellent written and verbal communication skills.
- Good IT skills.
- Ability to manage difficult calls and complaints from the public in a calm manner.
- Ability to work under pressure.
Behaviours
- Communicating and Influencing
- Working Together
- Delivering at Pace
Alongside your salary of £25,501, Office for National Statistics contributes £7,387 towards you being a member of the Civil Service Defined Benefit Pension scheme.
The Office for National Statistics is part of the Civil Service, and as such we share a number of key benefits with other departments, whilst also having our own unique offerings to support our valued colleagues across the organisation.
Inclusion & Accessibility
At ONS we are always looking to attract the very best people from the widest possible talent pool, and we are proud to be an inclusive, equal opportunities employer.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours and Experience.
Important Dates:
The closing date for the role is 17/03/2026 at 23:55.
Survey Enquiry Line Call Agent employer: Office for National Statistics
The Office for National Statistics (ONS) is an exceptional employer, offering a supportive and inclusive work environment in Titchfield, Fareham. With a flexible hybrid working model, comprehensive benefits including a generous pension scheme, and a commitment to employee development, ONS fosters a culture of collaboration and growth, making it an ideal place for those seeking meaningful and rewarding careers in public service.
Contact Details:
Office for National Statistics Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Survey Enquiry Line Call Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Office for National Statistics. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Office for National Statistics before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Survey Enquiry Line Call Agent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Office for National Statistics:Your cover letter is your chance to shine! Tell us why you want to work at Office for National Statistics specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Office for National Statistics!
How to prepare for a job interview at Office for National Statistics
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
