At a Glance
- Tasks: Handle high call volumes and assist the public with ONS survey queries.
- Company: Join the Office for National Statistics, the UK's leading producer of official statistics.
- Benefits: Competitive salary, pension contributions, and unique Civil Service benefits.
- Other info: Flexible working hours with opportunities for personal growth in a supportive team.
- Why this job: Make a difference by helping people engage with important government surveys.
- Qualifications: Experience in contact centres, strong communication skills, and good IT proficiency.
The predicted salary is between 25501 - 25501 £ per year.
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. These include measuring changes in the value of the UK economy, estimating the size, geographic distribution, and characteristics of the population, and providing indicators of price inflation, employment, earnings, crime, and migration.
The Social Surveys Directorate (SSD) is the largest directorate in ONS, comprising 2000 colleagues, including the Field Communities, split across six divisions: Social Surveys Field Collection (SSFC), Social Surveys Telephone and Ports Collection (SSTPC), Social Surveys Research and Production (SSRP), Social Surveys Strategy, Research and Innovation (SSRI), Social Surveys Transformation (SST), and Social Surveys Central Division (SSCD).
This post sits within the Social Surveys Telephone and Ports Collection (SSTPC) division which encompasses the International Passenger Survey community, based at airports, seaports, and international train stations across the UK, and the Telephone Operations community based within our HQ offices. The division also incorporates the Survey Enquiry Line, which supports 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 Monday – Friday 09:00‑18:00 and 09:00‑13:00 on Saturdays. The induction for this role will be delivered in person. A one‑week induction programme is completed onsite at the ONS Titchfield office in Fareham. Following this initial induction period, the work will primarily be from the contractually allocated office location, spending at least 40% of working time on site. Flexibility will be required to support the team across these hours. The minimum number of contracted hours for this role is 30 hours per week.
Key Duties
- Effectively dealing with high call volumes from respondents who have been selected to take part in ONS surveys.
- Handling queries from ONS Field Interviewers, providing resolution at first point of contact, and passing on to the appropriate team.
- Accurately completing Service Desk requests and other documentation.
- Actively contributing to continuous improvement within the team.
- Working flexibly to support the SEL opening hours and business priorities.
Responsibilities
- Taking incoming telephone calls from respondents and triaging individual queries.
- Processing 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 such as 8x8 or similar telephony packages.
- Excellent written and verbal communication skills.
- Good IT skills, ability to learn and work with multiple systems, databases and software including MS Outlook, Excel & SharePoint.
- 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
Benefits
Salary: £25,501. Office for National Statistics contributes £7,387 towards your membership in the Civil Service Defined Benefit Pension scheme. Additional benefits include the standard Civil Service benefits and unique organisational offerings.
Survey Enquiry Line Call Agent employer: TargetJobs UK
The Office for National Statistics (ONS) is an exceptional employer, offering a supportive work culture that values collaboration and continuous improvement. Located in Fareham, employees benefit from a comprehensive induction programme, flexible working hours, and a generous pension scheme, alongside opportunities for professional growth within the UK's largest producer of official statistics. Join us to make a meaningful impact while enjoying a rewarding career in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Survey Enquiry Line Call Agent
✨Tip Number 1
Get to know the company! Research the Office for National Statistics and its mission. This will help you tailor your responses during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since this role involves handling a high volume of calls, try role-playing with a friend or family member to get comfortable with answering queries and managing difficult conversations.
✨Tip Number 3
Be ready to showcase your organisational skills! Think of examples from your past experiences where you've successfully managed multiple tasks or handled pressure, as these will be key in the interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Survey Enquiry Line Call Agent
Some tips for your application 🫡
Show Off Your Communication Skills:Since this role is all about talking to people, make sure your written application highlights your communication skills. Use clear and concise language, and don’t forget to mention any relevant experience you have in contact centres or handling calls.
Be Detail-Oriented:Attention to detail is key for this position. When filling out your application, double-check for any typos or errors. We want to see that you can present information accurately, just like you would in the role!
Tailor Your Application:Make your application stand out by tailoring it to the job description. Highlight your experience with software like MS Outlook and Excel, and mention how you’ve successfully managed difficult calls in the past. This shows us you’re a great fit for the team!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at TargetJobs UK
✨Know Your Stuff
Familiarise yourself with the Office for National Statistics and its role in producing official statistics. Understand the types of surveys they conduct and the importance of accurate data collection. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Practice Makes Perfect
Since this role involves handling a high volume of calls, practice your communication skills. Role-play common scenarios you might encounter, such as dealing with difficult callers or answering technical queries. This will help you feel more prepared and less anxious during the actual interview.
✨Showcase Your Skills
Highlight your experience with contact centres and any relevant software like 8x8 or MS Office. Be ready to discuss specific examples where you've successfully managed calls or resolved issues. This will demonstrate your capability to handle the responsibilities of the role effectively.
✨Be Flexible and Team-Oriented
Emphasise your ability to work flexibly and collaboratively. The role requires supporting the team during peak times, so share examples of how you've worked well in a team environment and adapted to changing priorities. This will show that you're a great fit for their dynamic work culture.
