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Licensing Customer Care Advisor

3 months ago

Warrington, Warrington, United Kingdom Ofcom Full time

Job Overview:

As a vital member of the Spectrum Licensing team, you will play a key role in delivering regulatory assistance to individuals and organizations seeking Wireless Telegraphy Act licenses. These licenses are essential for ensuring seamless wireless communication across various sectors in the UK, including mobile technology, Wi-Fi, and radio communications.

Role Objective:

Your primary responsibility will be to enhance the licensing experience for our clients and stakeholders. This multifaceted role involves addressing inquiries through various channels such as emails, live chats, and written correspondence. You will ensure a positive customer service experience while accurately processing licensing applications.

Key Responsibilities:

  • Collaborate with team members to manage licensing cases and applications while adhering to established performance metrics.
  • Deliver professional customer service and maintain effective communication, both verbally and in writing, with internal and external stakeholders.
  • Work cross-departmentally with colleagues in the Spectrum division and the broader Ofcom team to refine the licensing process and advocate for enhancements to the overall licensing experience.
  • Utilize various computer-based systems and applications to efficiently process and manage Spectrum Licenses.
  • Participate in team meetings, training sessions, and relevant Spectrum and Ofcom gatherings as required.

Essential Skills and Experience:

  • Proficiency in using diverse computer applications and systems is necessary for daily operations.
  • A solid understanding of regulatory frameworks is crucial given the nature of the position.
  • Team Collaboration: Ability to work effectively within a team, demonstrating strong communication and interpersonal skills.
  • Accountability: Self-motivated and enthusiastic, with the capability to prioritize and organize tasks efficiently.
  • Time Management: Excellent time management skills, enabling effective workload management and prioritization of tasks to meet immediate and long-term objectives.

Qualifications:

  • A pass in English language and mathematics at GCSE level is required.

Desirable Skills:

  • Previous experience with Salesforce, Workday, or Spectra is advantageous.
  • Experience in handling customer inquiries via telephone is preferred.

At Ofcom, we are committed to fostering a diverse workforce that reflects the variety of backgrounds and experiences across the UK. We welcome applications from all candidates, regardless of their social background, ethnicity, sexual orientation, gender, or disability.

We support flexible working arrangements and are open to discussions about reduced hours, part-time roles, job shares, and other options to accommodate individual needs.

Our recruitment process emphasizes accessibility and inclusivity. If you require information in an alternative format or have specific preferences, please reach out to our recruitment team.

As a Disability Confident employer, we ensure that disabled applicants who meet the essential criteria for advertised roles are offered interviews.