Role Title: Survey Support Assistant x 5 (AO)
Role location: Home based (remote)
Salary: £9 - £12 per hour, 37 hours a week, inside IR35
Duration of engagement: Until 31st March 2021 initially
Social Survey Operations (SSO) is one of the Government's largest divisions with approximately 1,400 members of staff.
The Department of Health and Social Care (DHSC) was commissioned at the end of April 2020 to conduct the COVID-19 Infection Survey (CIS) to collect the data which can help to answer these questions. The CIS is now the flagship surveillance study within DHSC's surveillance strategy and is the key source of COVID-19 infection, incidence and antibody prevalence in communities across the UK.
A repeated cross-sectional survey with longitudinal follow-up, each week the CIS invites a new cohort of over 2500 households to join the survey for a year. The first month participants are swabbed weekly, before moving to a monthly testing regime. To deliver this survey, we have worked in close partnership with Oxford University, with the UK Biocentre, and with IQVIA, who are leading a large consortium to deliver the field data collection operation. Data collection on the survey will continue for two years, followed by a year of further analysis.
Within the Social Survey Division, the COVID-19 mailbox is responsible for managing a large volume of queries from participants in the Covid Infection Survey. This survey is increasing in scale each week, adding further participants to a sample that is undertaking regular swab and blood tests in order to provide key data on the spread of COVID-19 across the UK. Queries relating to all aspects of the survey are received by participants and need to be managed in an efficient and timely fashion.
The types of queries received may be related to:
* participants visits
* understanding how the survey works
* registering for the survey
* following up on test results
* complaints relating to aspects of operational activity
TYPICAL ROLE RESPONSIBILITIES
* Managing individual queries and complaints from participants
* Identifying and resolving issues using the information available
* Responding to participants by email and contacting participants by phone where applicable
* Escalating queries of a more complex nature as required to both colleagues and survey partners
* Excellent proven communication skills, both written and oral, tailoring all communications to suit the audience
* Ability to deal with wide ranging enquiries and complaints and follow through to resolution
* Ability to understand and follow the correct escalation routes
* Attention to detail, particularly in written documents
* Ability to understand and analyse issues and formulate solutions to deal with them
* Able to work under pressure