Survey Enquiry Line Manager

at  Office for National Statistics

JOB SUMMARY

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.
Social Surveys Collection (SSC) is the largest business area in ONS with over 1000 colleagues across our HQ sites and the nationwide field community. It is responsible for many of the largest household and social surveys run in the United Kingdom. We have over 70 years of history in managing the design and collection of complex multi-mode social surveys.
Working collaboratively with other business areas both within the Surveys Directorate and elsewhere in ONS, all roles are aligned to the objective of producing high quality, social survey outputs that meet user needs, whilst remaining aligned with corporate priorities that include the recently established Surveys Strategy.
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.

JOB DESCRIPTION

There is currently a vacancy for the post of EO Survey Enquiry Line Manager, to jointly manage the day to day running of the area and line manage a team of contact centre agents.
Within the SSC, the Survey Enquiry Line (SEL) is responsible for receiving and managing calls and enquiries from members of the public and ONS field staff working remotely across Great Britain. Working from 09.00 to 18.00 Monday to Friday, and Saturdays 09.00 to 13.00, the team provides a crucial role in supporting field staff in their work and to provide an effective service to survey respondents. Flexibility will be required within your role to support your team across these hours

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)

KEY RESPONSIBILITIES:

• Day to day line management responsibilities for a team of up to 18 agents.
• Maintaining capacity and staffing levels to ensure shifts are staffed to required levels according to predicted demand.
• Monitoring of workflow and progressing calls to ensure effective management, resolution, and closure.
• Managing day to day queries, liaising with business partners to ensure issues are identified and escalated as needs be.
• Producing management information from databases and call handling systems, monitoring standards of information entered and discussing with agents.
• Providing a quality assurance function by regular assessments of phone calls, feedback outcomes and provide coaching and training for agents.
• Management of complaints databases, responding to complainants direct or allocating to appropriate Manager.
• Maintaining issue logs and escalating operational issues to HEO and senior management.