Contact Centre Advisor

Please note this role will close at 00.01 on 22nd September so we advise making your application by midnight on the 21st September.

About Ofcom

Ofcom is the regulator for the communications services that we use and rely on each day. We make sure people get the best from their broadband, home phone and mobile services, as well as keeping an eye on TV and radio.

Our culture is clear – we live by our values: Empowerment; Excellence; Collaboration; Agility and Respect. These define how we work to deliver our purpose, now and in the future. The behaviours which support these values set the path for a fully inclusive and innovative culture at Ofcom.

We focus not only on what we do, but how we do it. We pride ourselves on being an organisation of people who genuinely care about helping others.

About the Team

The role of Consumer Contact Team (CCT) is to support the interests of citizens/consumers in accordance with the Communications Act 2003.

Purpose of the Role

The CCT’s primary purposes is to collate complaints information on Telecoms, Broadcasting and Postal issues and provide consumers with advice regarding potential resolution avenues available to them.

We aim to deliver best-in-class customer service with a consistent feel and professional approach, supported by business processes and an induction training framework that represent industry best practice.

Your key responsibilities

• Act as a first point of contact for consumers via the phone
• Quickly assess the relevance and nature of each contact and deal with it as appropriate
• Accurately recording of customer information and complaint case records that feeds into wider business reports
• Meet and exceed business KPI’s
• Provide excellent customer service to citizens and consumers for complaints and enquires relating to telecoms, broadcast and postal issues
• Complete any other adhoc requests that are in line with your skill and capability

The skills, knowledge and experience you will need for success

• Phone based customer service experience
• Effective conflict resolution skills and experience of handling consumer complaints and enquiries
• Attention to detail – experience of complaint categorisation and writing concise case notes
• Must be comfortable working towards challenging quality targets
• Articulating Ideas - Express your ideas, thoughts, and information in a clear and concise manner, ensuring messages are understood by everyone.
• Channeling Influence - Guide opinions and decisions with compelling communication and persuasion techniques, looking to get everyone on the same game plan.
• Owning Accountabilities - Take responsibility for your actions, decisions, and their outcomes. Show up reliably and commit to getting the job done.
• Pursuing Growth - Show your commitment to growing and developing. Pursue opportunities to learn and add to your skillset.

Inclusivity Statement

At Ofcom we prioritise inclusive and diverse recruitment in order to truly reflect the society we represent.

Where positions are listed as full time, we remain open to reduced hours, part-time arrangements, job shares and other flexible working options from day one of employment. We warmly welcome applications from candidate returning to work after a break – for whatever reason.

As a disability confident employer, we offer interviews to any disabled applicant who meet essential criteria for advertised roles. Learn more about the scheme here.

If you need information in an alternative format or have specific preferences, please contact our recruitment team.