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Survey Enquiry Line Manager
2 months ago
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.
Job DescriptionWe are seeking a highly skilled and experienced EO Survey Enquiry Line Manager to join our team. As a key member of our Operational Delivery Profession, you will play a crucial role in supporting our field staff and providing an effective service to survey respondents.
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 needed.
- 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 providing coaching and training for agents.
- Management of complaints databases, responding to complainants directly or allocating to appropriate managers.
- Maintaining issue logs and escalating operational issues to HEO and senior management.
We are looking for a candidate with:
- Experience of managing a team in an area of changing priorities.
- Evidence of motivating and developing staff to improve performance.
- Evidence of adapting to change and supporting others through it.
- Excellent communication skills at all levels and evidence of building effective relationships.
- Willingness to work flexibly across SEL opening hours on a shift basis of early and late shifts.
We would also like to see:
- Microsoft Excel skills.
- Experience of working in a Contact Centre environment.
- Experience of 8x8 Telephony Software.
- Experience of Social Survey Operations.
- Experience of working in an operational environment.
We will assess you against the following behaviours during the selection process:
- Leadership
- Communicating and Influencing
- Managing a Quality Service
- Changing and Improving
