AMS
Telephone Operations Team Leader
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Office for National Statistics (ONS) via AMS Skills Creation
Location: Titchfield, UK
Contract Type: 3 months temporary contract
Working Pattern
This is a full-time, shift-based role, requiring flexibility across daytime and evening shifts. Employees work on an alternating weekly rota, with Saturday mornings included on a rotational basis. The role follows a hybrid working model, with colleagues expected to spend 40% of their working hours in the office. During the initial training period, full attendance in the office is required to support onboarding, learning, and integration into the team.
About the Role
The Office for National Statistics (ONS) is the UK's largest producer of official statistics and plays a vital role in informing government, businesses, and the public through high-quality data and insights. Within the Social Survey Division, the Telephone Operation (TO) is responsible for collecting high-quality survey data from households across the UK. Employing around 200 interviewers, the operation supports a range of important social surveys that help shape national statistics and policy decisions.
We are seeking an experienced and people-focused Telephone Operations Manager to lead, coach, and develop a team of Telephone Interviewers. This is an exciting opportunity to join a fast-paced operational environment where you will play a key role in ensuring survey delivery, maintaining quality standards, and supporting interviewer performance.
Purpose of the Role
As a Telephone Operations Manager, you will be responsible for leading a team of up to 20 Telephone Interviewers, ensuring they are fully trained, supported, and motivated to deliver high-quality survey interviews. You will monitor operational performance, deliver coaching and quality assurance activities, manage rotas and staffing requirements, and contribute to the successful delivery of multiple social surveys. Working as part of the wider management team, you will help drive continuous improvement, engagement, and operational excellence across the Telephone Operation.
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Key Responsibilities
- Lead, develop, and manage a team of up to 20 Telephone Interviewers.
- Conduct regular one-to-one meetings, coaching sessions, and performance reviews.
- Monitor interviewer performance through call observations, assessments, and quality checks.
- Provide constructive feedback and development support to improve individual and team performance.
- Analyse and discuss management information and performance reports with team members.
- Plan and manage interviewer shifts and rotas to meet operational requirements and call volume targets.
- Oversee the day-to-day running of operational activities on a rota basis, ensuring effective workflow management.
- Support recruitment activities, including interviewing and onboarding new team members.
- Deliver survey briefings and training sessions for existing and new interviewers.
- Manage attendance, conduct, and performance matters in line with HR policies and procedures.
- Support the delivery of key social surveys including the Labour Force Survey (LFS), Transformed Labour Force Survey (TLFS), Opinions Survey (OPN), and other survey programmes.
- Contribute to change initiatives, process improvements, and the development of new survey activities.
- Work collaboratively with the Telephone Operation management team to ensure a consistent and engaged approach across all teams.
- Undertake additional project work and operational leadership duties as required.
Essential Skills and Experience
We are looking for candidates who can demonstrate:
- Experience leading and managing teams within a fast-paced operational environment.
- Experience balancing multiple priorities and delivering against demanding targets.
- Strong people management skills, including coaching, motivating, and developing staff to improve performance.
- Experience using performance data and management information to drive operational improvements.
- Excellent communication and interpersonal skills with the ability to build effective working relationships at all levels.
- Ability to work independently whilst contributing positively as part of a wider management team.
- Experience supporting and implementing change initiatives.
- Strong organisational and planning skills.
- Commitment to delivering excellent customer service and operational outcomes.
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Technical Requirements
- Proficient in Microsoft Office applications, particularly:
- Microsoft Teams
- Outlook
- Excel
- Comfortable working with technology and operational management systems.
- Knowledge of the Blaise survey management system would be advantageous.
Success Profile Behaviours
Candidates will be assessed against the following behaviours:
- Leadership
- Making Effective Decisions
- Changing and Improving
Security Requirements
Successful candidates will be required to obtain and maintain Baseline Personnel Security Standard (BPSS) clearance.
Why Join ONS via AMS Skills Creation?
This is an opportunity to contribute to nationally important survey programmes that help shape decision-making across the UK. You will lead a diverse workforce, influence operational performance, and support the delivery of high-quality official statistics while developing your leadership and people management experience within a large-scale public sector operation. Join us and play a key role in delivering the data that informs the nation.
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