<h4>Job summary</h4>This role is working within the Secure Research Service (SRS) within the Research Services and Data Access Division (RSDA). The Secure Research Service (SRS) is an internationally recognised service that uses the Five Safes Framework to ensure researchers can access de-identified record level data securely. The RSDA division operates the service and ensures that once the researcher and their project are accredited, the data they require are quickly available to them.<h4>Job description</h4><p><strong>Please note, as a part of this role you will be required to provide service cover on a rota basis between 8am – 4pm Monday to Friday.</strong></p><p>This customer focused role will work with external service providers and liaise with external and internal researchers to ensure the best possible service is delivered. The team are required to act flexibly, to respond to new, urgent demands, while always ensuring data confidentiality. </p><p>The postholder provides administrative and operational support to the Secure Research Service (SRS), helping to ensure the smooth delivery of services to researchers and internal stakeholders. The role involves managing training and Safe Room bookings, processing assessment results and homeworking applications, carrying out secure file transfers (SFTP), and supporting account administration through password resets. </p><p>The role holder is also responsible for maintaining and updating team email templates to ensure communications remain accurate, consistent, and up to date. In addition, they provide general administrative support across the SRS team and contribute to the day-to-day operation of the Service Desk, delivering customer support between 8:00am and 5:00pm, Monday to Friday, as part of a shared team rota. </p><p><strong>Key Responsibilities:</strong></p><ul><li>Process requests and queries in a timely manner. </li><li>Process applications and transfer files. </li><li>Monitoring, prioritising and action requests and queries from a central mailbox and ticketing support system accurately within defined timescales, escalating complex queries. </li><li>Support services such as password resets, guidance enquiries. </li><li>Upkeep and maintain email templates and guidance documentation. </li><li>Tracking and documentation to a high standard ensuring data and information captured. </li><li>Provide administrative support to wider teams. </li><li>Providing service desk cover on a rota basis between 8am-4pm, Monday- Friday. </li></ul><h4>Person specification</h4><p><strong>Essential Criteria:</strong></p><ul><li>Experience of prioritising work from a range of sources leading to successful outcomes. </li><li>Ability to learn and use multiple systems and databases. </li><li>Flexibility and willingness to take on new work at short notice. </li><li>Excellent communication skills and evidence of building effective relationships. </li><li>Experience of using Microsoft Office including Word, SharePoint, Outlook and Excel to an intermediate/advance level. </li></ul><h4>Behaviours</h4><p>We'll assess you against these behaviours during the selection process:</p><ul><li>Delivering at Pace</li><li>Managing a Quality Service</li><li>Communicating and Influencing</li></ul><h4>Benefits</h4>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. <a href="" target="_blank"> Find out what benefits a Civil Service Pension provides (opens in a new window).</a><p>The <a href="" target="_blank">Office for National Statistics</a> 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.</p><p>Whether you are hearing about us for the first time or already know a bit about our organisation, we hope that our <a href="" target="_blank">careers site</a> will give you a great insight into the benefits and facilities available to our colleagues, and our fantastic working culture.</p><p></p><p><strong>Inclusion & Accessibility</strong></p><p>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.</p><p>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. </p><p>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.</p><p>ONS are committed to flexible ways of working that support a healthy work-life balance. ONS has already considered how this job could be right sized for applicants working flexibly and we are happy to explore options with you about working part time, in a job share or flexibly, in line with our hybrid working policies.</p><h4>Things you need to know</h4><h4>Artificial intelligence</h4>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 <a href="" target="_blank">candidate guidance (opens in a new window)</a> for more information on appropriate and inappropriate use.<h4>Selection process details</h4>This vacancy is using <a href="" target="_blank">Success Profiles (opens in a new window)</a>, and will assess your Behaviours and Experience.<p><strong>Security Clearance </strong></p><p><strong>For ONS the requirement for SC clearance is to have been present in the UK for 3 consecutive years immediately prior to applying</strong> and the department will consider eligibility by exception on a case-by-case basis. You will be asked to provide information regarding your UK residency during your application, and failure to provide this will result in your application being rejected. </p><p><strong>If you are unsure that you meet the eligibility above, please read the information available on Gov.uk on this link, or contact the recruitment email on the advert before applying to discuss, as failure to meet the residency requirements will result in your security clearance application being rejected and any offer of employment being withdrawn. </strong></p><p>At the point of SC application, you will need to provide or give access to the following evidence:</p><ul><li>Departmental or company records (personnel files, staff reports, sick leave reports and security records)</li><li>UK criminal records covering both spent and unspent criminal records</li><li>Your credit and financial history with a credit reference agency</li><li>Security Services records</li></ul><p><strong>Visa Sponsorship </strong></p><p>ONS are unable to offer visa sponsorship for this role. Applicants are expected to hold a valid right to work in the UK when employment commences. If you are applying on a time-limited visa, this will need to be valid for at least 18 months at point of application.</p><p>To work at the ONS, candidates must meet both UK right to work and security clearance requirements. </p><p><strong>Application Process</strong></p><p><strong>Number of Stages: 3 stage process</strong></p><p><strong>Stage 1: </strong>Customer Service Skills Test</p><p><strong>Stage 2:</strong> Application</p><p><strong>Stage 3:</strong> Interview </p><p><strong>Stage 1 - Customer Service Skills Test</strong></p><p>Upon submission of Part 1 your application form you will be sent an invitation to complete the Customer Service Skills Test.</p><p>There will be full instructions on how to complete each test including an opportunity to practice before undertaking the actual test. These tests are not time limited.</p><p>If you pass all tests for this vacancy, you will be invited to complete the final stage of your application, this is where you will provide information such as your work history, Skills and experience and Personal Statement.</p><p>If you fail a test your application will not proceed to the next stage.</p><p><strong>Please note the deadline for the test is the same as the application deadline: Monday 17th August at 23:55pm.</strong></p><p><strong>Stage 2 – Application</strong></p><p>The assessment process at the application stage will be based on your work history, skills, experience and personal statement. It is important that your application is tailored to highlight the skills, knowledge, and experience relevant to the role. </p><p>A personal statement is required at application stage, the maximum wordcount allowed is 1250 words, which should not be exceeded. You should provide evidence for each essential skill criterion listed in the person specification. As these criteria are scored, it is advisable to give clear examples for each one, including the impact of your actions, ideally utilising the STAR technique (Situation, Task, Action, Result).</p><p>Please note that Success Profiles Behaviour examples are not required at this stage of the application process. </p><p>In instances where a high number of applications are received, the sift pass mark may be adjusted, and candidates will be invited to interview based on merit order, i.e., those with the highest scores. Applicants who score below the adjusted pass mark but still pass may be placed on hold and may be invited to interview at a later date.</p><p><strong>Stage 3 – Interview</strong></p><p>If invited to interview, you will be assessed using techniques aligned with the Civil Service Success Profiles framework, covering all behaviours listed in the job advert and any required technical skills. </p><p>Interviews will be held via Microsoft Teams.</p><p><strong>Our main locations are Newport (South Wales) and Titchfield </strong></p><p>A reserve list may be held for a period up to 12 months from which further appointments may be made. </p><p><strong>Important Dates:</strong></p><p>The Sift will be conducted from <strong>Thursday 20th August.</strong></p><p>Interviews will be conducted from <strong>Monday 7th September</strong></p><p>Dates are subject to change.</p><p>For the full terms and conditions of the post, please see attachment. </p><p>Please note that all campaigns may be subject to withdrawal at any stage if the internal resource position changes. </p><br><br>Feedback will only be provided if you attend an interview or assessment.<h4>Security</h4>Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is <a href="" target="_blank">security check (opens in a new window)</a>.<br><br><a href="" target="_blank">See our vetting charter (opens in a new window)</a>.People working with government assets must complete <a href="" target="_blank">baseline personnel security standard (opens in new window)</a> checks.<h4>Nationality requirements</h4><p>This job is broadly open to the following groups:</p><ul><li>UK nationals</li><li>nationals of the Republic of Ireland</li><li>nationals of Commonwealth countries who have the right to work in the UK</li><li>nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the <a href="" target="_blank">European Union Settlement Scheme (EUSS) (opens in a new window)</a></li><li>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)</li><li>individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020</li><li>Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service</li></ul><a href="" target="_blank">Further information on nationality requirements (opens in a new window)</a><h4>Working for the Civil Service</h4>The <a href="" target="_blank">Civil Service Code (opens in a new window)</a> sets out the standards of behaviour expected of civil servants.<br><br>We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's <a href="" target="_blank">recruitment principles (opens in a new window)</a>.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.<h4>Diversity and Inclusion</h4>The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the<a href="" target="_blank">Civil Service People Plan (opens in a new window)</a> and the <a href="" target="_blank">Civil Service Diversity and Inclusion Strategy (opens in a new window)</a>.<h4>Apply and further information</h4>This vacancy is part of the <a href="" target="_blank">Great Place to Work for Veterans (opens in a new window)</a> initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.<h4>Contact point for applicants</h4><h4>Job contact : </h4><ul><li>Name : Recruitment Operations</li><li>Email : <a href="mailto:recruitmentoperations@ons.gov.uk" target="_blank">recruitmentoperations@ons.gov.uk</a></li></ul><h4>Recruitment team</h4><ul><li>Email : <a href="mailto:recruitmentoperations@ons.gov.uk" target="_blank">recruitmentoperations@ons.gov.uk</a></li></ul><h4>Further information</h4>If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact <a href="mailto:recruitment.complaints@ons.gov.uk" target="_blank">recruitment.complaints@ons.gov.uk</a>. If you are not satisfied with the response you receive from the Department, you can contact the <a href="" target="_blank">Civil Service Commission</a><br><br><h4>Attachments</h4><a href="" target="_blank">2721 Advert 1A Permanent - ONS London Inclusive v1-00 Opens in new window</a> (pdf, 83kB)<a href="" target="_blank">Role1_Standard_Requirements (1) Opens in new window</a> (pdf, 76kB)