Customer Service Advisor

Job summary

Are you looking for a varied role where you can support customers, coordinate activities and contribute to the delivery of important statistics? If so, this may be the role for you!

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

Alongside your salary of £25,501, Office for National Statistics contributes £7,387 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.

Things you need to know

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