Customer Service Advisor
Office for National Statistics
Job Description
Contents
Location
This role is aligned to ONS hybrid working principles, which are based on attending the office with purpose. The postholder will be expected to contribute to the organisation’s overall 40% office attendance, in line with business and role requirements.
The induction process for the role will be conducted in person.
Please refer to attachments for further terms and flexibilities.
About the job
Job summary
The post holder will join the Population Statistics Engagement and Support team. This exciting role will provide an opportunity to work in a team providing high quality data and supporting users of population and migration statistics, including census data. Population and migration statistics are amongst the highest profile areas of work in the office and the Population Statistics Engagement and Support team work to support both topic experts and users of our statistics.
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.
Job description
This is an exciting, varied role working directly with customers to maximise the use of data on population and migration and with topic experts. The team (Population Statistics Engagement and Support) aims to help our users to understand and navigate our statistics, whilst also supporting topic experts and analysts to effectively disseminate information.
As part of this role, you will develop an understanding of population and migration statistics, helping users navigate a range of statistical products and datasets. You will work collaboratively with colleagues across the Population Statistics Directorate and wider organisation, building strong relationships to ensure users receive accurate, timely and effective support. This is a rewarding opportunity to contribute to one of the highest-profile areas of work within the organisation and help improve the accessibility and impact of official statistics.
Key Responsibilities:
- Respond to customer enquiries on population, migration and census statistics via email, telephone and occasional written correspondence.
- Provide accurate and timely information, escalating complex queries to specialist teams where required.
- Maintain records and management information systems to support customer engagement and reporting.
- Support the planning and delivery of stakeholder engagement activities, including coordinating events and meetings.
- Assist with meeting administration, including scheduling, coordination and note-taking.
- Develop and maintain knowledge of census outputs, population estimates and migration statistics.
- Track and monitor engagement activity, helping to build an understanding of key stakeholders.
- Support the delivery of team engagement and communication activities.
- Undertake a range of administrative tasks to support the effective operation of the team.
- Contribute to the delivery of business-as-usual services by responding to enquiries relating to published population and migration statistics.
Person specification
Essential criteria:
- Demonstrate good administrative and organisational skills, with the ability to manage a range of tasks and priorities effectively.
- Communicate clearly and professionally, both verbally and in writing, with good attention to detail and accuracy.
- Build positive working relationships with colleagues and stakeholders, providing excellent customer service and support.
- Highly proficient in using Microsoft Office applications such as Teams, Word, PowerPoint and Outlook.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Delivering at Pace
- Managing a Quality Service
Benefits
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.
Things you need to know
Artificial intelligence
Selection process details
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.
Application Process
Number of Stages: 3-stage process
Stage 1: Civil Service Verbal Test
Stage 2: Application
Stage 3: Interview
Stage 1 - Civil Service Verbal Test
Please note the deadline for the test is the same as the application deadline: Thursday 10th September at 23:55pm.
Upon submission of Part 1 your application form you will be sent an invitation to complete the Civil Service Verbal online tests.
There will be full instructions on how to complete each test including an opportunity to practice before undertaking the actual test. These tests are not time limited.
If you pass a test, you will then receive a further invite to complete each subsequent test if there is more than one for this vacancy. If you fail a test your application will not proceed to the next stage.
If you pass all tests for this vacancy, you will be invited to complete the final stage of your application, this is where you will provide information such as your work history. Skills and experience and Personal Statement.
Stage 2 – Application
The assessment process at the application stage will be based on your work history, CV, skills, experience, and personal statement. It is important that your application is tailored to highlight the skills, knowledge, and experience relevant to the role.
A personal statement is required at application stage, the maximum word count allowed is 1000, which should not be exceeded. You should provide evidence for each essential skill criterion listed in the person specification. As these criteria are scored, it is advisable to give clear examples for each one, including the impact of your actions, ideally utilising the STAR technique (Situation, Task, Action, Result).
Please note that Success Profiles Behaviour examples are not required at this stage of the application process.
When a high volume of applications are received, the sift pass mark may be adjusted. Candidates will be invited to interview based on their merit order, with those achieving the highest scores being prioritised.
Stage 3 – Interview
If invited to interview, you will be assessed using techniques aligned with the Civil Service Success Profiles framework, covering all behaviours listed in the job advert.
Interviews will be held online via Microsoft Teams.
A reserve list may be held for a period up to 12 months from which further appointments may be made.
Important Dates
The Sift will be conducted from Monday 21st September
Interviews will be conducted from Wednesday 7th October
Dates are subject to change.
For the full terms and conditions of the post, please see attachment.
Please note that all campaigns may be subject to withdrawal at any stage if the internal resource position changes.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Reference Number
475800
Job Grade
Administrative Officer
Department
Social, Local and Census Statistics
Working Pattern
Flexible working, Full-time, Job share, Part-time, Compressed hours
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Delivering at Pace
- Managing a Quality Service
Security Requirements
Nationality Requirements
Selection Process Details
Job Description
Contents
Location
This role is aligned to ONS hybrid working principles, which are based on attending the office with purpose. The postholder will be expected to contribute to the organisation’s overall 40% office attendance, in line with business and role requirements.
The induction process for the role will be conducted in person.
Please refer to attachments for further terms and flexibilities.
About the job
Job summary
The post holder will join the Population Statistics Engagement and Support team. This exciting role will provide an opportunity to work in a team providing high quality data and supporting users of population and migration statistics, including census data. Population and migration statistics are amongst the highest profile areas of work in the office and the Population Statistics Engagement and Support team work to support both topic experts and users of our statistics.
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.
Job description
This is an exciting, varied role working directly with customers to maximise the use of data on population and migration and with topic experts. The team (Population Statistics Engagement and Support) aims to help our users to understand and navigate our statistics, whilst also supporting topic experts and analysts to effectively disseminate information.
As part of this role, you will develop an understanding of population and migration statistics, helping users navigate a range of statistical products and datasets. You will work collaboratively with colleagues across the Population Statistics Directorate and wider organisation, building strong relationships to ensure users receive accurate, timely and effective support. This is a rewarding opportunity to contribute to one of the highest-profile areas of work within the organisation and help improve the accessibility and impact of official statistics.
Key Responsibilities:
- Respond to customer enquiries on population, migration and census statistics via email, telephone and occasional written correspondence.
- Provide accurate and timely information, escalating complex queries to specialist teams where required.
- Maintain records and management information systems to support customer engagement and reporting.
- Support the planning and delivery of stakeholder engagement activities, including coordinating events and meetings.
- Assist with meeting administration, including scheduling, coordination and note-taking.
- Develop and maintain knowledge of census outputs, population estimates and migration statistics.
- Track and monitor engagement activity, helping to build an understanding of key stakeholders.
- Support the delivery of team engagement and communication activities.
- Undertake a range of administrative tasks to support the effective operation of the team.
- Contribute to the delivery of business-as-usual services by responding to enquiries relating to published population and migration statistics.
Person specification
Essential criteria:
- Demonstrate good administrative and organisational skills, with the ability to manage a range of tasks and priorities effectively.
- Communicate clearly and professionally, both verbally and in writing, with good attention to detail and accuracy.
- Build positive working relationships with colleagues and stakeholders, providing excellent customer service and support.
- Highly proficient in using Microsoft Office applications such as Teams, Word, PowerPoint and Outlook.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Delivering at Pace
- Managing a Quality Service
Benefits
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.
Things you need to know
Artificial intelligence
Selection process details
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.
Application Process
Number of Stages: 3-stage process
Stage 1: Civil Service Verbal Test
Stage 2: Application
Stage 3: Interview
Stage 1 - Civil Service Verbal Test
Please note the deadline for the test is the same as the application deadline: Thursday 10th September at 23:55pm.
Upon submission of Part 1 your application form you will be sent an invitation to complete the Civil Service Verbal online tests.
There will be full instructions on how to complete each test including an opportunity to practice before undertaking the actual test. These tests are not time limited.
If you pass a test, you will then receive a further invite to complete each subsequent test if there is more than one for this vacancy. If you fail a test your application will not proceed to the next stage.
If you pass all tests for this vacancy, you will be invited to complete the final stage of your application, this is where you will provide information such as your work history. Skills and experience and Personal Statement.
Stage 2 – Application
The assessment process at the application stage will be based on your work history, CV, skills, experience, and personal statement. It is important that your application is tailored to highlight the skills, knowledge, and experience relevant to the role.
A personal statement is required at application stage, the maximum word count allowed is 1000, which should not be exceeded. You should provide evidence for each essential skill criterion listed in the person specification. As these criteria are scored, it is advisable to give clear examples for each one, including the impact of your actions, ideally utilising the STAR technique (Situation, Task, Action, Result).
Please note that Success Profiles Behaviour examples are not required at this stage of the application process.
When a high volume of applications are received, the sift pass mark may be adjusted. Candidates will be invited to interview based on their merit order, with those achieving the highest scores being prioritised.
Stage 3 – Interview
If invited to interview, you will be assessed using techniques aligned with the Civil Service Success Profiles framework, covering all behaviours listed in the job advert.
Interviews will be held online via Microsoft Teams.
A reserve list may be held for a period up to 12 months from which further appointments may be made.
Important Dates
The Sift will be conducted from Monday 21st September
Interviews will be conducted from Wednesday 7th October
Dates are subject to change.
For the full terms and conditions of the post, please see attachment.
Please note that all campaigns may be subject to withdrawal at any stage if the internal resource position changes.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Reference Number
475800
Job Grade
Administrative Officer
Department
Social, Local and Census Statistics
Working Pattern
Flexible working, Full-time, Job share, Part-time, Compressed hours
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Delivering at Pace
- Managing a Quality Service
Security Requirements
Nationality Requirements
Selection Process Details
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