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For Companies 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.
- Why this job: Make a difference by helping people engage with important government surveys.
- Qualifications: Strong communication skills and experience in customer service preferred.
- Other info: Great opportunity for career growth in a dynamic and inclusive workplace.
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
Contact Detail:
Office for National Statistics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Survey Enquiry Line Call Agent
✨Tip Number 1
Get to know the ONS and its mission! Understanding what they do will help you tailor your responses during interviews. Plus, it shows you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! As a Survey Enquiry Line Call Agent, you'll be handling a lot of calls. Try role-playing with friends or family to get comfortable with different scenarios.
✨Tip Number 3
Be flexible and show your teamwork spirit! Highlight experiences where you've worked collaboratively or adapted to changing situations. This is key for the dynamic environment at ONS.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the info you need about the role and the application process there.
We think you need these skills to ace Survey Enquiry Line Call Agent
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and personal statement to highlight the skills and experiences that are relevant to the Survey Enquiry Line Call Agent role. Use the job description as a guide to showcase how you meet the essential criteria.
Use the STAR Technique: When providing examples in your personal statement, consider using the STAR technique (Situation, Task, Action, Result). This helps us understand the context of your experiences and the impact of your actions.
Be Clear and Concise: Keep your application clear and to the point. Remember, you have a maximum of 1250 words for your personal statement, so make every word count! Avoid fluff and focus on what makes you a great fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application is received and considered. Plus, you’ll find all the details you need about the role and the application process there!
How to prepare for a job interview at Office for National Statistics
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Survey Enquiry Line Call Agent. Familiarise yourself with the types of calls you'll be handling, such as appointment bookings and technical support. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Show Off Your Communication Skills
Since this role requires excellent verbal communication, practice articulating your thoughts clearly. You might want to do mock interviews with friends or family, focusing on how you would handle difficult calls or complaints. Highlight any previous experience in contact centres to demonstrate your ability to manage high call volumes.
✨Prepare for Behavioural Questions
Expect to be asked about how you've handled specific situations in the past. Use the STAR technique (Situation, Task, Action, Result) to structure your answers. Think of examples that showcase your teamwork, problem-solving skills, and ability to work under pressure, as these are key behaviours the ONS will be looking for.
✨Be Ready for Technical Questions
Brush up on your IT skills, especially with software like MS Outlook, Excel, and any telephony systems you’ve used before. Be prepared to discuss how you can quickly learn new systems, as this is crucial for the role. Showing that you're tech-savvy will give you an edge over other candidates.