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- Tasks: Help consumers via phone, resolve complaints, and provide excellent customer service.
- Company: Ofcom is the UK's communications regulator, ensuring everyone stays connected safely.
- Benefits: Enjoy 26 days holiday, flexible working, private medical insurance, and more!
- Why this job: Join a mission-driven team that values diversity and offers a supportive work culture.
- Qualifications: Phone-based customer service experience and effective conflict resolution skills required.
- Other info: Open to flexible working arrangements and welcoming applicants returning to the workforce.
The predicted salary is between 28800 - 43200 £ per year.
Please note this role will close at 00.01 on the 30th June so we advise making your application by midnight on the 29th June.
Do you like helping people? What about no shifts or bank holidays (Monday-Friday 9am-5pm only)? How does 26 days holiday as standard and a competitive salary plus other benefits including Pension, Private Medical Insurance, Health Screening, Life Assurance and Income Protection Insurance sound? Then we may have the role for you.
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.
The Role: This role is based at the Warrington office which is ideally situated close to two railway stations for an easy commute. The working hours are Monday – Friday 9am – 5pm and we also offer excellent benefits including:
- 26 days holiday + bank holidays
- Flexible Allowance
- Pension
- Private Medical Insurance
- Health Screening
- Life Assurance
- Income Protection Insurance
The role of Consumer Contact Team (CCT) is to support the interests of citizens/consumers in accordance with the Communications Act 2003. The CCT’s primary purpose 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 enquiries 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: 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 adjustments, information in an alternative format, or prefer to apply in a different way, please contact us at resourcing@ofcom.org.uk or call 0330 912 1378. As a Disability Confident Leader, we offer interviews to disabled applicants who meet essential criteria for advertised roles.
Contact Centre Advisor - Phone employer: Ofcom
Contact Detail:
Ofcom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Advisor - Phone
✨Tip Number 1
Familiarise yourself with Ofcom's mission and values. Understanding their commitment to making communications work for everyone will help you align your responses during the interview, showcasing your enthusiasm for their goals.
✨Tip Number 2
Brush up on your phone-based customer service skills. Since this role involves handling consumer complaints and enquiries, practice articulating your thoughts clearly and concisely over the phone to demonstrate your communication abilities.
✨Tip Number 3
Prepare examples of how you've successfully resolved conflicts in previous roles. Being able to share specific instances where you've handled difficult situations will highlight your effective conflict resolution skills, which are crucial for this position.
✨Tip Number 4
Research common telecoms, broadcasting, and postal issues that consumers face. Having a solid understanding of these topics will not only help you in the role but also show your proactive approach and genuine interest in the industry during the interview.
We think you need these skills to ace Contact Centre Advisor - Phone
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills. Tailor your application to highlight how your experience aligns with the role of a Contact Centre Advisor.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your phone-based customer service experience, conflict resolution skills, and attention to detail. Use bullet points for clarity and focus on achievements that demonstrate your ability to meet KPIs.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for helping people and your commitment to providing excellent customer service. Mention specific examples from your past experiences that showcase your skills in handling consumer complaints and enquiries.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Ofcom
✨Show Your Customer Service Skills
As a Contact Centre Advisor, your ability to provide excellent customer service is crucial. Prepare examples from your past experiences where you successfully handled customer inquiries or complaints, demonstrating your effective communication and conflict resolution skills.
✨Understand the Role and Company
Familiarise yourself with Ofcom's mission and the specific responsibilities of the Consumer Contact Team. This will help you articulate how your skills align with their goals and show that you're genuinely interested in the role.
✨Prepare for Common Interview Questions
Anticipate questions related to handling difficult customers, managing stress, and meeting KPIs. Practising your responses will help you feel more confident and articulate during the interview.
✨Demonstrate Attention to Detail
Since the role involves accurately recording customer information and complaint case records, be prepared to discuss how you ensure accuracy in your work. Mention any relevant experience you have with documentation or data entry.
