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ONS operates a flexible hybrid working model across the UK, with colleagues linked to one of our contractual locations in Newport, Titchfield (Fareham) and working between office and remote throughout the week.
As part of the hybrid working arrangement, there is a 40% minimum office attendance requirement. Attendance is typically at your contractual office, with occasional travel to alternative locations. The induction process for the role will be conducted in person.
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 Directorate (SSD) is the largest Directorate in ONS, comprising 2000 colleagues, including the field forces, split across four divisions: Social Surveys Collection (SSC), Social Surveys Research and Production (SSRP), Social Surveys Transformation (SST), and Social Surveys Central Division (SSCD).
This post sits with Social Surveys Collection (SSC) which delivers many of Great Britain’s largest social surveys. Our purpose is to provide high-quality data to underpin core National Statistics and the wider statistical system. While much of ONS relies on them for outputs and statistical bulletins, the statistics we generate also support research, policy development and decision-making across the public and private sectors. The Social Survey Collection Division is one of the largest divisions within ONS, with approximately 1,400 colleagues.
Underpinning all this work is our mission statement: "We are a flexible and diverse community of data collection experts, and our mission is to collect and deliver high quality, trusted social survey data from the public, utilising robust, sustainable and innovative processes to paint a picture of rapidly changing life in the United Kingdom."
Job Description
The Survey Support Administrator sits within the Social Surveys Directorate. The successful candidate will work within a small multi-grade team who manage the Fieldwork Management Tool, sampling and allocations of ONS social surveys. The team works in a fast-paced changing environment with conflicting priorities and often needs to shift resources to priority work.
The Allocations Support Administrators work collaboratively to maintain the onboarding and maintenance of delivery support to Field Interviewers and survey management teams. There will be a requirement to assist in providing cover from 9am to 5pm Monday to Thursday and 9am to 4pm on a Friday, in conjunction with the existing team.
Responsibilities:
* Monitoring, prioritising and actioning requests and queries from a central mailbox and ticketing support system accurately within defined timescales, escalating complex queries.
* Proactively working on inbound queries and having a clear understanding of each topic to provide front line support to our Field community, including via email and telephone support.
* Actively prioritising and dealing with Service Desk requests as a front-line resolver for Interviewer queries and requests across our surveys.
* Communicating and building strong relationships with the Field community and Senior Leadership Team.
* Running reports across multiple systems for use by the stakeholders.
* Accurately completing spreadsheets and other documentation to a high standard.
* Actively contributing to continuous improvement within the team.
* Accessing a third-party ordering system to reissue vouchers to respondents.
* Coding out and re-coding cases using Casebook.
Essential Criteria:
* Experience of prioritising work from a range of sources leading to successful outcomes.
* Ability to learn and use multiple systems.
* Flexibility and willingness to take on new work at short notice.
* Excellent communication skills and evidence of building effective relationships.
* Experience of using Microsoft Office 365 including Word, Outlook and Excel to an intermediate/advanced level.
Behaviours:
* Communicating and Influencing
* Delivering at Pace
* Working Together
Application Process:
This vacancy is using Success Profiles and will assess your Behaviours and Experience. All applicants will have access to AI resources, it is therefore important to remember these tools cannot fully understand the organisational context or requirements for the role you are applying for. To maintain authenticity and credibility of the application process, ensure the information you provide in your supporting evidence accurately reflects your skills, knowledge, and experience.
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