Customer Support Officer

at  Office for National Statistics

JOB DESCRIPTION

You will support customers through the process of applying for accreditation, including supporting training and bookings for secure rooms. You facilitate the project application process including extensions and expiries. You will also manage the ingest and output of data. All the while helping to maintain the security and integrity by completing preliminary and ongoing checks.You will monitor a fast paced mailbox which covers a range of topical enquiries. You will have to respond directly or triage the enquiries to the relevant resolver teams within IDS. Our job is to provide the best customer journey to the researchers.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

DO YOU ENJOY WORKING IN A BUSY, FAST PACED CUSTOMER SERVICE ENVIRONMENT WITH A TEAM READY TO SUPPORT AND CELEBRATE SUCCESS WITH ONE ANOTHER? THEN 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 Operational Delivery Profession (ODP) is the largest profession in the Civil Service. ODP’s 200,000+ members work in a wide range of operational delivery roles across government, providing essential services that support and protect UK citizens at home and overseas. They help to make ONS a great place to work.
As a member, ODP supports you by providing learning and development opportunities, career pathways, tools and resources to help develop your skills and progress your career. This is an exciting opportunity to join a modern, innovative and inclusive Civil Service profession that sits at the heart of public service delivery.
The ONS is leading the delivery of the Integrated Data Service in collaboration with partners across government. The ONS already operates the largest trusted research environment in the UK and the IDS represents the next generation of service to enable faster and deeper analysis. IDS allows controlled access to a diverse range of linked data assets for the benefit of decision making and society.

KEY RESPONSIBILITIES:

• Managing and processing customer requests and queries.
• Processing project applications.
• Processing researcher accreditations.
• Chasing responses to internal workflows and providing updates.
• Managing access.
• Creating and monitoring accuracy of work instructions and updating where necessary.
• Working collaboratively with internal and external stakeholders.
• Processing and storing information to a high-quality standard, flagging and correcting errors if discovered.
• Considering and suggesting ideas for improvements whilst understanding the impact of change.
• You may be required to provide service desk cover on a rota basis between 8am-5pm Monday to Friday (unless specified as an overtime request).