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Customer Support Officer

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Office for National Statistics

20d ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    Government & Politics
  • Newport
  • 6d left

AI generated summary

  • You must have excellent communication and administrative skills, the ability to build relationships, work under pressure, and adapt to changes while maintaining attention to detail.
  • You will manage customer queries, process applications and accreditations, ensure data accuracy, collaborate with stakeholders, suggest improvements, and provide service desk cover as needed.

Requirements

  • Excellent communication skills, both written and verbal; able to communicate using the appropriate styles and in a professional manner.
  • Excellent administrative skills; ability to organise and prioritise work, ensuring deadlines are met whilst maintaining a high level of attention to detail.
  • Ability to build and maintain strong working relationships.
  • Take responsibility for own work; able to work well under pressure with rapid changes to priorities, responding promptly to required actions.
  • Implement any transitional changes to the live service, understanding the impact of those changes to business processes, helping colleagues and customers to understand changes.

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).

FAQs

What is the location for the Customer Support Officer position?

The position operates under a flexible hybrid working model across the UK, with colleagues linked to one of the contractual locations in Newport or Titchfield (Fareham).

What is the minimum office attendance requirement for this role?

There is a 40% minimum office attendance requirement as part of the hybrid working arrangement.

What are the main responsibilities of the Customer Support Officer?

The main responsibilities include managing and processing customer requests and queries, processing project applications and researcher accreditations, managing access, and supporting training and bookings for secure rooms.

What essential skills are required for the Customer Support Officer position?

Applicants should have excellent communication and administrative skills, the ability to build and maintain strong working relationships, the capability to work under pressure, and an understanding of the impact of changes on business processes.

What kind of support does ODP provide to its members?

ODP provides learning and development opportunities, career pathways, tools, and resources to help develop skills and support career progression.

Are there any specific behavioral competencies expected for this role?

Yes, candidates will be assessed on Communicating and Influencing, Managing a Quality Service, and Delivering at Pace during the selection process.

What benefits are provided to employees in this role?

Alongside a salary of £27,252, there is a contribution of £7,894 towards a Civil Service Defined Benefit Pension scheme, and a range of additional benefits.

How are applications assessed for this position?

Applications will be assessed based on work history, skills, experience, and a personal statement tailored to demonstrate relevant skills and criteria.

What is the process if I require reasonable adjustments during the recruitment process?

Candidates can request reasonable adjustments as part of the application process or can contact the recruitment team for assistance before applying.

What is the pay scale for the Customer Support Officer role?

The salary for this role is £27,252 per annum.

Is there a security check required for this position?

Yes, successful candidates must undergo a criminal record check and complete baseline personnel security standard checks.

What is the selection timeline for this position?

The sift will be conducted from 10th December 2024, and interviews will take place from 7th January 2025.

Who can apply for the Customer Support Officer position?

This job is open to UK nationals, nationals of the Republic of Ireland, Commonwealth countries with the right to work in the UK, EU nationals with settled status, and others under certain conditions as outlined in the job description.

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Office for National Statistics

The UK's largest independent producer of official statistics and the recognised national statistical institute of the UK

Government
Industry
1001-5000
Employees

Mission & Purpose

We’re the Office for National Statistics (ONS), the UK’s largest independent producer of official statistics. The statistics we gather make a real difference, helping people make important decisions for the nation and our communities on everything from health and education to the environment and the cost of living. We’re responsible for the census that happens every ten years and share information and analysis about some of the UK’s most topical issues. Based on feedback from colleagues, the ONS has been named by Glassdoor as one of the best places to work in the UK in 2023. We’re the first Civil Service department to make it into the top 50.