Health Insights Enquiry Line - Team Manager

Do you have excellent communication and organisational skills? Have you got a good eye for detail? If so, this might be the role for you.

This post sits within Social Surveys Telephone and Ports Collection (SSTPC) division which encompasses the International Passenger Survey community, who are based at airports, seaports, and international train stations across the UK, and the Telephone Operations community, which is based within our HQ offices.

The division also incorporates the Survey Enquiry Line, who support field interviewers and the public who call in requesting assistance, and the Survey Validation team who undertake critical coding and editing work.

The Survey Enquiry Line (SEL) Team sits under the Directorate of Social Survey Telephone & Ports Collection.

Within the SSTPC, SEL is responsible for 2 contact centres covering public & field enquires for social surveys and the Health Insights Survey (HIS).

The teams provide a crucial role in supporting field staff in their work and to provide an effective service to survey respondents.

Job description

In this role you will manage the day to day running of the Health Insights Contact Center and line manage a small team of agents working on the HIS. The Health Insights Study (HIS) sits within HPaM. Its aim is to provide a survey vehicle that allows for wider health surveillance so that we can monitor the health of the nation, inform the public and help shape and evaluate policy.

The aim of HIS is to provide a survey vehicle that allows for wider health surveillance so that we can monitor the health of the nation, inform the public and help shape and evaluate policy.

The project will be run by ONS until March 2028 with several internal delivery partners to deliver data and analysis for other government departments.

In the first instance, the study will focus on requirements for NHS England who are working to understand patient experiences when accessing GP services. Other requirements may be onboarded over time.

Case Worker’s work on a shift basis covering the call centre opening times which are Monday – Friday 09:00-16:30.

This role will also include supporting the Survey Enquiry operations managers and the SEL Staff training programme. The SEL operation opening hours are 9am to 6pm Monday to Friday & Saturdays 9am to 1pm and you will provide support during these hours on an adhoc basis.

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

• Day to day line management responsibilities for a team of up to 4 HIS call agents.

• Maintaining capacity and staffing levels to ensure shifts are staffed to required levels according to predicted demand.

• Monitoring of workflow and progressing calls to ensure effective management, resolution, and closure.

• Managing day to day queries, liaising with business partners to ensure issues are identified and escalated as needs be.

• Producing management information from databases and call handling systems, monitoring standards of information entered and discussing with agents.

• Providing a quality assurance function by regular assessments of phone calls, feedback outcomes and provide coaching and training for agents.

• Management of complaints databases, responding to complainants direct or allocating to appropriate Manager.

• Maintaining issue logs and escalating operational issues to HEO and senior management.

• Supporting the SEL operations managers as required.

• Supporting the SEL staff training programme.

• Willingness to work flexibly across SEL / HIS opening hours on a shift basis of early & lates.

Person specification

Essential criteria

• Evidence of contact centre or inbound telephone experience, Software’s such as 8x8 or similar telephony packages.

• Evidence of leading a team in an area with changing priorities.

• Evidence of motivating and developing staff to improve performance.

• Evidence of adapting to change and supporting others through it.

• Excellent communication skills at all levels and evidence of building effective relationships.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing

• Managing a Quality Service

• Changing and Improving

Benefits

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.

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.