Customer Support Officer

**Details**:
**Reference number**:

- 376903**Salary**:

- £27,252- A Civil Service Pension with an employer contribution of 28.97%**Job grade**:

- Executive Officer**Contract type**:

- Fixed term**Length of employment**:

- 31/03/2026**Business area**:

- Integrated Data Programme and Service**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location

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

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.

About the job

**Job summary**:
**Do you enjoy working in a busy, fast paced customer service environment with a team ready to support and celebrate success with one another? Then this might be the role for you**

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.

The Operational Delivery Profession (ODP) is the largest profession in the Civil Service. ODP’s 200,000+ members work in a wide range of operational delivery roles across government, providing essential services that support and protect UK citizens at home and overseas. They help to make ONS a great place to work.
As a member, ODP supports you by providing learning and development opportunities, career pathways, tools and resources to help develop your skills and progress your career. This is an exciting opportunity to join a modern, innovative and inclusive Civil Service profession that sits at the heart of public service delivery.

The ONS is leading the delivery of the Integrated Data Service in collaboration with partners across government. The ONS already operates the largest trusted research environment in the UK and the IDS represents the next generation of service to enable faster and deeper analysis. IDS allows controlled access to a diverse range of linked data assets for the benefit of decision making and society.

**Job description**:
**Key Responsibilities**:

- Managing and processing customer requests and queries.
- 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).

**Person specification**:
**Essential criteria**:

- 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.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Communicating and Influencing
- Managing a Quality Service
- Delivering at Pace

**Benefits**:

- Alongside your salary of £27,252, Office for National Statistics contributes £7,894 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.The Office for National Statistics is part of the Civil Service, and as such we share a number of key benefits with other departments, whilst also having our own unique offerings to support our 5400 valued colleagues across the business.

Whether you are hearing about us for the first time or already know a bit about our organisation, we hope that the benefits pack attached **(bottom of page)** will give you a great insight into the benefits and facilities available to our colleagues, and our fantastic working culture.

**Inclusion & Accessibility**

If you would like an ac