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Contact Centre Team Leader
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Are you an experienced team leader with a passion for delivering excellent customer service and developing high-performing teams in a fast-paced contact centre environment?
This post sits within Social Surveys Telephone and Ports Collection (SSTPC) division which encompasses the International Passenger Survey community, who are based at airports, seaports, and international train stations across the UK, and the Telephone Operations community, which is based within our HQ offices.
The division also incorporates the Survey Enquiry Line, who support field interviewers and the public who call in requesting assistance, and the Survey Validation team who undertake critical coding and editing work.
The Survey Enquiry Line (SEL) Team sits under the Directorate of Social Survey Telephone & Ports Collection.
Within the SSTPC, SEL is responsible for 2 contact centres covering public & field enquires for social surveys and the Health Insights Survey (HIS).
The teams provide a crucial role in supporting field staff in their work and to provide an effective service to survey respondents.
Job Description
In this role you will manage the Health Insights contact centre team effectively, by ensuring that agents are trained sufficiently and supported in their roles. You will monitor performance and ensure that quality standards are met by the team. You will ensure that shifts and staffing levels meet the needs of the service and support predicted call demand.
The Health Insights Study provides a survey vehicle for wider health surveillance, helping to monitor the health of the nation, inform the public, and shape and evaluate policy. The initial focus is on requirements for NHS England relating to patient experiences when accessing GP services, with other requirements potentially onboarded over time.
You will work as part of the SEL management team to support the day-to-day operation. This includes monitoring workflow, resolving and escalating queries, supporting the SEL staff training programme and performing additional duties required to support the wider Survey Enquiry Line operation.
In the first instance, the study will focus on requirements for NHS England who are working to understand patient experiences when accessing GP services. Other requirements may be onboarded over time.
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Case Worker’s work on a shift basis covering the call centre opening times which are Monday – Friday 09:00-16:30.
This role will also include supporting the Survey Enquiry operations managers and the SEL Staff training programme. The SEL operation opening hours are 9am to 6pm Monday to Friday & Saturdays 9am to 1pm and you will provide support during these hours on an adhoc basis.
The induction for this role will be delivered in person. You will be required to complete a one‑week induction programme onsite at the ONS Titchfield office in Fareham. The hours will be 09:00am – 16:00pm for the training. Following this initial induction period, you will then work primarily from your contractually allocated office location, spending at least 40% of your working time on site.
Working from 09.00 to 18.00 Monday to Friday, and Saturdays 09.00 to 13.00, the team provides a crucial role in supporting field staff in their work and to provide an effective service to survey respondents. Flexibility will be required within your role to support your team across these hours.
We welcome applications from candidates seeking part‑time or compressed working patterns. However, due to the nature of the work and the shift coverage required, the minimum number of contracted hours for this role is 30 hours per week.
Responsibilities
- On a rota basis, oversee the day-to-day running of the Health Insights contact centre to ensure effective workflow management and resolution of queries as they arise.
- Responsibility for developing, coaching and managing a team of up to four HIS contact centre agents.
- Maintain capacity and staffing levels, ensuring that shifts are staffed to the required level according to predicted demand.
- Interpret and discuss management information with agents to continually improve individual and overall performance, including monitoring the standards of information recorded in databases and call-handling systems.
- Managing day to day queries, liaising with business partners to ensure issues are identified and escalated as needs be.
- Manage complaints records, responding directly to complainants or allocating cases to the appropriate manager.
- Maintain issue logs and escalate operational issues to the HEO and senior management.
- Supporting the SEL staff training programme.
- Support SEL Operations Managers and work closely with the management team to ensure a consistent approach across teams.
- Provide a quality assurance function by conducting regular assessments of agents’ telephone contacts, providing feedback and discussing outcomes.
- Adhere to HR policies relating to performance, conduct and attendance where required.
- Monitoring of workflow and progressing calls to ensure effective management, resolution, and closure.
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Person specification
Essential Criteria
- Experience of working in a Contact Centre environment.
- Provides clear direction to team members to deliver successful outcomes in challenging circumstances.
- Leads teams in an inclusive way motivating them to deliver and achieve high quality outcomes.
- Encourages an open approach to seeking out and acting on feedback to bring about continuous improvement in own and team’s performance.
- Communicates and builds relationships across teams to deliver excellent service, quality and performance.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Managing a Quality Service
- Changing and Improving
Benefits
Alongside your salary of £28,138, Office for National Statistics contributes £8,151 towards you being a member of the Civil Service Defined Benefit Pension scheme.
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 valued colleagues across the organisation.
Whether you are hearing about us for the first time or already know a bit about our organisation, we hope that our careers site will give you a great insight into the benefits and facilities available to our colleagues, and our fantastic working culture.
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