Customer Support Officer

You will support customers through the process of applying for accreditation, including supporting training and bookings for secure rooms. You facilitate the project application process including extensions and expiries. You will also manage the ingest and output of data. All the while helping to maintain the security and integrity by completing preliminary and ongoing checks.You will monitor a fast paced mailbox which covers a range of topical enquiries. You will have to respond directly or triage the enquiries to the relevant resolver teams within IDS. Our job is to provide the best customer journey to the researchers., + Managing and processing customer requests and queries.
+ Processing project applications.
+ Processing researcher accreditations.
+ Chasing responses to internal workflows and providing updates.
+ Managing access.
+ Creating and monitoring accuracy of work instructions and updating where necessary.
+ Working collaboratively with internal and external stakeholders.
+ Processing and storing information to a high-quality standard, flagging and correcting errors if discovered.
+ Considering and suggesting ideas for improvements whilst understanding the impact of change.
+ You may be required to provide service desk cover on a rota basis between 8am-5pm Monday to Friday (unless specified as an overtime request)., We'll assess you against these behaviours during the selection process:
+ Communicating and Influencing
+ Managing a Quality Service
+ Delivering at Pace, 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 member of the Business Disability Forum and 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., This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
Applicants may utilise AI resources in their submissions; ensuring all information provided is factually accurate, truthful, and original, avoiding any form of plagiarism to maintain the authenticity and credibility of the application process.
Assessment at application stage will be based on your work history, skill and experience and personal statement. Your application should be tailored to demonstrate any skills, knowledge and experience that are relevant to the content of the role.
Your personal statement should be no longer than 1250 words. You should use this space fully to provide evidence for each essential criterion within the person specification. As the criteria are scored, we would recommend that you give clear examples for each including the impact of your actions and set them out using the STAR acronym (Situation, Task, Action, Result).
Success Profiles Behaviour examples are not required at this stage.
In cases where there is a high number of applications the sift pass mark may be adjusted and candidates will be invited to interview in merit order, i.e., those scoring the highest.
Should you be invited to interview you will be assessed against all the behaviours as outlined in the advert.
Interviews will be held via video conferencing.
A reserve list may be held for a period up to 12 months from which further appointments may be made.
The Sift will be conducted from 10th December 2024
Interviews will be conducted from 7th January 2025
For the full terms and conditions of the post, please see attachment.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
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).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

+ Excellent communication skills, both written and verbal; able to communicate using the appropriate styles and in a professional manner.
+ Excellent administrative skills; ability to organise and prioritise work, ensuring deadlines are met whilst maintaining a high level of attention to detail.
+ Ability to build and maintain strong working relationships.
+ Take responsibility for own work; able to work well under pressure with rapid changes to priorities, responding promptly to required actions.
+ Implement any transitional changes to the live service, understanding the impact of those changes to business processes, helping colleagues and customers to understand changes.

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.
The Operational Delivery Profession (ODP) is the largest profession in the Civil Service. ODP’s 200,000+ members work in a wide range of operational delivery roles across government, providing essential services that support and protect UK citizens at home and overseas. They help to make ONS a great place to work.
As a member, ODP supports you by providing learning and development opportunities, career pathways, tools and resources to help develop your skills and progress your career. This is an exciting opportunity to join a modern, innovative and inclusive Civil Service profession that sits at the heart of public service delivery.
The ONS is leading the delivery of the Integrated Data Service in collaboration with partners across government. The ONS already operates the largest trusted research environment in the UK and the IDS represents the next generation of service to enable faster and deeper analysis. IDS allows controlled access to a diverse range of linked data assets for the benefit of decision making and society., 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 5400 valued colleagues across the business.

Alongside your salary of £27,252, Office for National Statistics contributes £7,894 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.