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Regulatory Customer Service Advisor
3 months ago
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.
We emphasize not only the outcomes of our work but also the methodologies we employ. Our team is composed of individuals who are genuinely dedicated to assisting others.
About the Team
The Spectrum Licensing team is responsible for providing regulatory guidance to individuals and organizations seeking Wireless Telegraphy Act licenses. These licenses facilitate efficient wireless communication throughout the UK, enabling the functionality of mobile phones, Wi-Fi, radio communication devices, and various other wireless technologies.
The team manages approximately 42,000 license applications and handles around 25,000 inquiries through our helpdesk annually.
Role Purpose
In this role, you will play a crucial part in ensuring a smooth licensing experience for our clients and stakeholders. Your responsibilities will encompass responding to inquiries via email, live chat, postal correspondence, and social media.
You will be tasked with delivering an exceptional customer service experience on our helpdesk while accurately processing license applications.
Key Responsibilities
- Collaborate with team members 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 various internal teams to enhance the licensing process and advocate for improvements in the overall licensing journey.
- Utilize multiple computer-based systems and applications to process and manage Spectrum Licenses efficiently.
- Participate in team briefings, training sessions, and relevant meetings as required.
Essential Skills and Experience
- Proficiency in various computer-based applications and systems is necessary for daily tasks.
- A solid understanding of regulatory requirements is essential due to the nature of this role.
- Ability to work collaboratively within a team, demonstrating strong communication and interpersonal skills.
- Self-motivated and enthusiastic, with the capacity to prioritize and organize workload effectively.
- Strong time management skills, capable of balancing immediate tasks 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 are open to flexible working arrangements from the outset of employment, including part-time options and job shares.
As a disability confident employer, we guarantee interviews for any disabled applicant who meets the essential criteria for advertised roles.
