Survey Enquiry Line Call Agent

About the role

The Survey Enquiry Line Call Agent works in the ONS Customer Contact Centre, handling inbound calls from members of the public invited to take part in government surveys. You will be the first point of contact, providing assistance, booking appointments and offering technical support.

Key responsibilities

• Answer a high volume of inbound calls from the public and ONS field interviewers.
• Book survey appointments and manage scheduling changes.
• Provide technical support and resolve general queries related to ONS surveys.
• Collaborate with team members to maintain service levels during peak periods.
• Record call details accurately and follow established coding and editing procedures.

Required profile

• Excellent verbal communication and organisational abilities.
• Strong attention to detail.
• Ability to work collaboratively in a team environment.
• Flexibility to cover shift patterns and meet minimum contracted hours.

Required skills

What we offer

• Hybrid working model with at least 40% on‑site presence.
• Flexible part‑time or compressed working patterns (minimum 30 hours per week).
• One‑week in‑person induction at the Titchfield office.
• Opportunity to contribute to the UK’s largest producer of official statistics.
• Supportive team within the Social Surveys Telephone and Ports Collection division.