Location
The ONS operates an adaptable hybrid working model across the UK, with colleagues linked to one of our contractual locations working between office and remote throughout the week. The role is located in Newport and Titchfield (Fareham). All office‑based colleagues should work primarily in their contractually allocated site for at least 40% of their working time. The induction process for the role will be conducted in person.
Job Summary
Do you have excellent communication and organisational skills and an eye for detail? This might be the role for you! The Office for National Statistics (ONS) is the UK’s largest producer of official statistics covering economic, social and demographic topics. As part of the Social Surveys Directorate, you’ll support the Telephone Operations community.
Job Description
In this role you will support the Telephone Services business area, transforming its operational processes, implementing new technology, and ensuring alignment with customer needs. You will manage workforce planning, supply‑demand modelling, rota optimisation, and operational service delivery. You’ll also develop coaching skills to embed a performance‑driven culture. Management Information will be used as a supporting tool for decision‑making.
Responsibilities
* Manage agenda coordination, meeting schedules and completion of notes & actions, ensuring the key actions are managed and monitored through agreed systems.
* Record and ensure appropriate management of operational delivery risks.
* Build and maintain good working relationships across forums to provide support to colleagues.
* Manage the inbox and housekeeping of associated SharePoint sites.
* Develop and maintain subject matter expertise where needed of ONS Systems.
* Work collaboratively with teams to enable system and data changes.
* Seek opportunities for continuous improvement of processes and systems.
* Develop and manage issues escalation process, tracking issues through to resolution working with operational teams.
Person Specification
Essential Criteria
* Communicates and builds relationships across teams to deliver excellent service, quality and performance.
* Provides clear direction to team members to deliver successful outcomes in challenging circumstances.
* Identifies problems and supports others to identify problems and encourages the generation of solutions from teams.
* Highlights trends or risks through data analysis which could impact service delivery or stakeholders.
* Understands complex information and is able to make the right decision at the right time often under pressure.
Behaviours
* Changing and Improving
* Delivering at Pace
* Communicating and Influencing
* Managing a Quality Service
Benefits
Alongside a salary of £34,587, the Office for National Statistics contributes £10,019 towards your membership of the Civil Service Defined Benefit Pension scheme. You will also have access to the benefits and facilities that the Civil Service and the Office for National Statistics offer.
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