Contact Centre Case Worker
| Dyddiad hysbysebu: | 25 Chwefror 2026 |
|---|---|
| Cyflog: | £13.25 yr awr |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 27 Mawrth 2026 |
| Lleoliad: | Titchfield, Fareham |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | Alexander Mann Solutions |
| Math o swydd: | Dros dro |
| Cyfeirnod swydd: |
Crynodeb
We are pleased to open applications for two new positions within the Health Insights Study (HIS) project at the Office for National Statistics (ONS). These roles are part of an exciting, largescale national study designed to improve our understanding of health experiences across the UK.
We currently have:
1 x Full Time position - 37 hours/week
1 x Part Time position (working Mondays & Tuesdays weekly) 16 hrs/week
Both roles require Baseline Personnel Security Standard (BPSS) clearance.
The contingent labour assignment period of each agent will be a minimum of 6 months.
About the Health Insights Study (HIS)
HIS sits within the Health, Population & Methods (HPaM) division and will run from April 2024 to March 2028. Its mission is to provide high‑quality data and insight into public health and healthcare experiences, starting with patient experiences accessing GP services, and expanding to wider health surveillance needs.
You will be part of a small, supportive team (approx. 3 colleagues) helping deliver a service that directly informs government policy and improves public understanding of healthcare experiences.
Working Hours:
Full‑time: Monday–Friday
Part‑time: Mondays & Tuesdays
Call Centre operating hours: 09:00–16:30
The role starts with one week Training on site.
Key Responsibilities
You will support the operation of the Study helpline and Survey Enquiry Line, including:
Managing inbound and outbound telephone contacts
Resolving email queries from study participants
Supporting Survey Enquiry Line (SEL) queries, including voucher questions during quieter periods
Completing documentation accurately, including Service Desk requests
Ensuring every participant receives professional, empathetic, and accurate support
Escalating queries of a more complex nature as required.
Responding to participants by email, also making outbound calls to participants when necessary.
Managing busy mailbox along with participant replies taking ownership of cases assigned to you aiming to resolve within 48 hours.
Completing the online survey on a participant behalf.
Adhere to GDPR guidelines to maintain security and confidentiality of participant data.
Desired Skills
Previous contact centre or inbound telephone experience
Ability to follow guidance and determine correct resolutions
Excellent verbal and written communication skills
Strong IT skills, comfortable using multiple systems/databases
Ability to handle difficult calls calmly and professionally
Able to work efficiently under pressure
Confident using Microsoft Office applications including Outlook, Excel, and SharePoint
Why Join Us?
Be part of a meaningful, nationally important study
Support a project that influences public policy and health services
Join a friendly team with clear processes and support
Opportunity to develop experience within a large government environment
How to Apply
If you're an experienced customer service professional looking to make a real impact in a role that supports public good, we’d love to hear from you.
We currently have:
1 x Full Time position - 37 hours/week
1 x Part Time position (working Mondays & Tuesdays weekly) 16 hrs/week
Both roles require Baseline Personnel Security Standard (BPSS) clearance.
The contingent labour assignment period of each agent will be a minimum of 6 months.
About the Health Insights Study (HIS)
HIS sits within the Health, Population & Methods (HPaM) division and will run from April 2024 to March 2028. Its mission is to provide high‑quality data and insight into public health and healthcare experiences, starting with patient experiences accessing GP services, and expanding to wider health surveillance needs.
You will be part of a small, supportive team (approx. 3 colleagues) helping deliver a service that directly informs government policy and improves public understanding of healthcare experiences.
Working Hours:
Full‑time: Monday–Friday
Part‑time: Mondays & Tuesdays
Call Centre operating hours: 09:00–16:30
The role starts with one week Training on site.
Key Responsibilities
You will support the operation of the Study helpline and Survey Enquiry Line, including:
Managing inbound and outbound telephone contacts
Resolving email queries from study participants
Supporting Survey Enquiry Line (SEL) queries, including voucher questions during quieter periods
Completing documentation accurately, including Service Desk requests
Ensuring every participant receives professional, empathetic, and accurate support
Escalating queries of a more complex nature as required.
Responding to participants by email, also making outbound calls to participants when necessary.
Managing busy mailbox along with participant replies taking ownership of cases assigned to you aiming to resolve within 48 hours.
Completing the online survey on a participant behalf.
Adhere to GDPR guidelines to maintain security and confidentiality of participant data.
Desired Skills
Previous contact centre or inbound telephone experience
Ability to follow guidance and determine correct resolutions
Excellent verbal and written communication skills
Strong IT skills, comfortable using multiple systems/databases
Ability to handle difficult calls calmly and professionally
Able to work efficiently under pressure
Confident using Microsoft Office applications including Outlook, Excel, and SharePoint
Why Join Us?
Be part of a meaningful, nationally important study
Support a project that influences public policy and health services
Join a friendly team with clear processes and support
Opportunity to develop experience within a large government environment
How to Apply
If you're an experienced customer service professional looking to make a real impact in a role that supports public good, we’d love to hear from you.