Ofcom
Contact Centre Advisor - Phone - Warrington
Job Location
Warrington, United Kingdom
Job Description
Closing Date:
22/10/2024
Group:
Corporate Group
Management Level:
Associate
Job Type:
Permanent
Job Description:
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
As the UK's communications regulator, we are delivering vital work that helps keep the UK connected and shapes the future of how we will stay connected with each other.
Our work covers everything from phones and broadband, through to TV, radio, the postal service, and wireless devices. We are also taking on the challenge of making the online world a safer place. And we need people of all backgrounds, skill sets, and experiences to help us achieve our goal of making communications work for everyone.
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
The skills, knowledge and experience you will need for success
Inclusivity Statement
Inclusivity is at the heart of what we do.
Ofcom has a clear mission: to make communications work for everyone. To be able to deliver on this, we want our organisation to reflect the diversity of background, experience, upbringing and thought that exists across the UK. We aim to recruit from the widest pool of candidates possible - no matter your gender, ethnicity, disability, sexual orientation or social background.
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, we champion flexible work arrangements to accommodate individual needs.
We also warmly welcome applicants who are returning to the workforce after a break - for whatever reason. If you have taken time away and are ready to rejoin, we look forward to reviewing your application.
Our recruitment processes prioritise accessibility and inclusivity. If you need information in an alternative format or have specific preferences, please contact our recruitment team at resourcing@ofcom.org.uk or call 0330 912 1378.
As a Disability Confident employer, we offer an interview to disabled applicants who meet the essential criteria for our advertised roles. When you apply, you can let us know if you would like your application to be considered under this scheme (sometimes known as 'guaranteed interview scheme'). Find out more about the scheme here: https://www.ofcom.org.uk/about-ofcom/jobs/disability-confident-scheme
Ofcom has a clear mission: to make communications work for everyone. To be able to deliver on this, we want our organisation to reflect the diversity of background, experience, upbringing and thought that exists across the UK. We aim to recruit from the widest pool of candidates possible - no matter your social background, ethnicity, sexual orientation, gender or disability.
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, we champion flexible work arrangements to accommodate individual needs.
We also warmly welcome applicants who are returning to the workforce after a break - for whatever reason. If you have taken time away and are ready to rejoin, we look forward to reviewing your application.
Our recruitment processes prioritise accessibility and inclusivity. If you need information in an alternative format or have specific preferences, please contact our recruitment team at resourcing@ofcom.org.uk or call 0330 912 1378.
As a Disability Confident employer, we offer interviews to disabled applicants who meet essential criteria for advertised roles. Learn more about this scheme here. https://careers.ofcom.org.uk/careers/how-we-hire/
Location: Warrington, GB
Posted Date: 10/12/2024
22/10/2024
Group:
Corporate Group
Management Level:
Associate
Job Type:
Permanent
Job Description:
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
As the UK's communications regulator, we are delivering vital work that helps keep the UK connected and shapes the future of how we will stay connected with each other.
Our work covers everything from phones and broadband, through to TV, radio, the postal service, and wireless devices. We are also taking on the challenge of making the online world a safer place. And we need people of all backgrounds, skill sets, and experiences to help us achieve our goal of making communications work for everyone.
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 recordingof customer information andcomplaint case recordsthat feeds into wider business reports
- Meet and exceed businessKPI'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 challengingqualitytargets
- 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
Inclusivity is at the heart of what we do.
Ofcom has a clear mission: to make communications work for everyone. To be able to deliver on this, we want our organisation to reflect the diversity of background, experience, upbringing and thought that exists across the UK. We aim to recruit from the widest pool of candidates possible - no matter your gender, ethnicity, disability, sexual orientation or social background.
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, we champion flexible work arrangements to accommodate individual needs.
We also warmly welcome applicants who are returning to the workforce after a break - for whatever reason. If you have taken time away and are ready to rejoin, we look forward to reviewing your application.
Our recruitment processes prioritise accessibility and inclusivity. If you need information in an alternative format or have specific preferences, please contact our recruitment team at resourcing@ofcom.org.uk or call 0330 912 1378.
As a Disability Confident employer, we offer an interview to disabled applicants who meet the essential criteria for our advertised roles. When you apply, you can let us know if you would like your application to be considered under this scheme (sometimes known as 'guaranteed interview scheme'). Find out more about the scheme here: https://www.ofcom.org.uk/about-ofcom/jobs/disability-confident-scheme
Ofcom has a clear mission: to make communications work for everyone. To be able to deliver on this, we want our organisation to reflect the diversity of background, experience, upbringing and thought that exists across the UK. We aim to recruit from the widest pool of candidates possible - no matter your social background, ethnicity, sexual orientation, gender or disability.
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, we champion flexible work arrangements to accommodate individual needs.
We also warmly welcome applicants who are returning to the workforce after a break - for whatever reason. If you have taken time away and are ready to rejoin, we look forward to reviewing your application.
Our recruitment processes prioritise accessibility and inclusivity. If you need information in an alternative format or have specific preferences, please contact our recruitment team at resourcing@ofcom.org.uk or call 0330 912 1378.
As a Disability Confident employer, we offer interviews to disabled applicants who meet essential criteria for advertised roles. Learn more about this scheme here. https://careers.ofcom.org.uk/careers/how-we-hire/
Location: Warrington, GB
Posted Date: 10/12/2024
Contact Information
| Contact | Human Resources Ofcom |
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