Client Services Licensing Consultant

4 weeks ago

Warrington, Warrington, United Kingdom Ofcom Full time
Job Overview

Position: Customer Service Licensing Advisor

Location: Hybrid

Employment Type: Full Time, Fixed Term Contract

About Ofcom

Ofcom serves as the regulatory authority for the communication services that are integral to our daily lives. Our mission is to ensure that individuals receive optimal service from their broadband, home phone, and mobile providers, while also overseeing television and radio broadcasting.

Our organizational culture is defined by our core values: Empowerment, Excellence, Collaboration, Agility, and Respect. These principles guide our operations and shape our commitment to fostering an inclusive and innovative environment at Ofcom.

We emphasize not only the outcomes of our work but also the methods we employ. Our team is dedicated to genuinely assisting others and enhancing their experiences.

About the Team

The Spectrum Licensing team is responsible for providing regulatory guidance to individuals and organizations seeking Wireless Telegraphy Act licenses. These licenses are crucial for facilitating effective wireless communication throughout the UK, enabling devices such as mobile phones, Wi-Fi, radio communication tools, and more to operate without interference. The team manages approximately 42,000 license applications and handles around 25,000 inquiries annually.

Role Purpose

Your role will be to ensure a smooth licensing process for our clients and stakeholders. This multifaceted position involves responding to inquiries via email, live chat, postal correspondence, and social media.

You will deliver an exceptional customer service experience through our helpdesk and accurately process license applications.

Key Responsibilities

  • Collaborate within a team to manage licensing cases and applications in accordance with established KPIs.
  • Provide professional customer service and maintain effective communication, both verbally and in writing, with internal and external stakeholders.
  • Work cross-functionally with internal teams across the Spectrum department and the broader Ofcom organization to enhance the licensing process and drive improvements in the overall customer journey.
  • Utilize various computer-based systems and applications to manage and process Spectrum Licenses.
  • Participate in team meetings, training sessions, and other relevant gatherings as required.

Essential Skills and Experience

  • Proficiency in using different computer-based applications and systems is necessary for daily tasks.
  • A solid understanding of regulatory requirements is essential due to the nature of the role.
  • Teamwork: Ability to collaborate effectively with others, demonstrating strong communication and interpersonal skills.
  • Accountability: Self-motivated and enthusiastic, with the capacity to prioritize and organize workload efficiently.
  • Time Management: Strong skills in managing tasks effectively, balancing immediate demands with long-term objectives.

Qualifications

  • Must possess a pass in English language and mathematics at GCSE level.

Desirable Skills

  • Experience with Salesforce, Workday, or Spectra is advantageous.
  • Prior experience in handling customer inquiries over the phone is preferred.

Ofcom's Commitment

At Ofcom, we prioritize inclusive and diverse recruitment practices to accurately reflect the society we serve. We welcome applications from individuals seeking flexible working arrangements from the outset of their employment.

As a disability confident employer, we ensure that any disabled applicant meeting the essential criteria for advertised roles is offered an interview.

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