Contact Centre Team Leader

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.

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

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. Find out what benefits a Civil Service Pension provides (opens in a new window).

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.

Inclusion & Accessibility

At ONS we are always looking to attract the very best people from the widest possible talent pool, and we are proud to be an inclusive, equal opportunities employer. As a Disability Confident Leader we’re committed to ensuring that all candidates are treated fairly throughout the recruitment process.

As part of our application process, you will be prompted to provide details of any reasonable adjustments to our recruitment process that you need. If you would like to discuss any reasonable adjustments before applying, please contact the recruitment team in the first instance.

If you would like an accessible version of any of the attachments or recruitment documents below or linked to in this advert, please contact the recruitment team who will be happy to assist.

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Visa Sponsorship

ONS is unable to offer visa sponsorship for this role. Applicants must have a valid right to work in the UK when employment commences. If you are currently in the UK on a time-limited visa, it must have at least 18 months remaining at the point of application.

Right To Work And Nationality Requirements:

To work at ONS, applicants must meet the Civil Service nationality requirements, satisfy UK right to work requirements and, where applicable, meet the relevant security clearance requirements.

If you are unsure whether you meet the appropriate right to work or security clearance eligibility criteria, please refer to the guidance on Gov.uk or contact the recruitment email provided in the advert before applying. Failure to meet these requirements will result in your application being rejected and employment offers being withdrawn.

Security Clearance:

For ONS the requirement for SC clearance is to have been present in the UK for 3 consecutive years immediately prior to applying and the department will consider eligibility by exception on a case-by-case basis. You will be asked to provide information regarding your UK residency during your application, and failure to provide this will result in your application being rejected.

If you are unsure that you meet the eligibility above, please read the information available on Gov.uk on this link or contact the recruitment email on the advert before applying to discuss, as failure to meet the residency requirements will result in your security clearance application being rejected and any offer of employment being withdrawn.

At the point of SC application, you will need to provide or give access to the following evidence:

• Departmental or company