Survey Enquiry Line Call Agent

5 days ago


Fareham, Hampshire, United Kingdom Office for National Statistics Full time
Job Description

About the Role

We are seeking a highly skilled and motivated Customer Service Representative to join our Survey Enquiry Line (SEL) Team at the Office for National Statistics (ONS). As a key member of our team, you will be responsible for providing exceptional customer service to members of the public who have been invited to participate in government surveys.

Key Responsibilities

  • Respond to high volumes of customer inquiries via telephone, providing accurate and timely information to resolve issues and meet customer needs.
  • Work collaboratively with ONS Field Interviewers to resolve queries and provide support as needed.
  • Accurately complete service desk requests and other documentation to ensure seamless customer experience.
  • Contribute to continuous improvement initiatives within the team to enhance customer satisfaction and service delivery.
  • Work flexibly to support the SEL opening hours and business priorities, including weekends and holidays.

Requirements

  • Previous experience in a contact centre or inbound telephone environment.
  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
  • Good IT skills, with the ability to learn and work with multiple systems and databases.
  • Ability to manage difficult customer interactions and complaints in a calm and professional manner.
  • Ability to work under pressure and meet performance targets.

What We Offer

  • A competitive salary of £22,699.
  • A comprehensive benefits package, including membership in the Civil Service Defined Benefit Pension scheme.
  • Opportunities for career development and growth within the ONS.
  • A dynamic and inclusive work environment that values diversity and promotes equality.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to the ONS recruitment team.



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