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For Companies At a Glance
- Tasks: Engage with consumers, providing advice on telecoms and broadcasting issues.
- Company: Ofcom is the UK's communications regulator, shaping how we stay connected.
- Benefits: Enjoy flexible working, 26 days holiday, private medical care, and a £1,500 flexible allowance.
- Why this job: Join a supportive team, make a real impact, and help improve consumer experiences.
- Qualifications: Experience in high-volume phone calls and strong multitasking skills are essential.
- Other info: Work Monday to Friday, 9am-5pm—no shifts or weekends!
The predicted salary is between 21000 - 25000 £ per year.
Location: Warrington (2 days from home)
Compensation: £23,500 + £1,500 flexible allowance (£25,000) + 26 days holiday, pension, private medical, health screening, life assurance and income protection insurance
Hours: Monday – Friday, 9am-5pm (no shifts, no weekends, no bank holidays)
Are you an effective communicator that thrives in a fast-paced environment? Do you have the ability to remain professional and empathetic in every interaction? We’re looking for a dedicated Contact Centre Advisor to join our team.
As a Contact Centre Advisor, you will have the opportunity to work in a flexible, supportive environment where you will engage with a diverse range of consumers, identifying their concerns, and providing clear, informative advice on Telecoms, Broadcasting, and Postal issues. Accountability is key—you’ll be proactive, detail-oriented, and committed to delivering a professional advisory service. The ability to multitask is essential, as you'll be handling multiple queries while ensuring consumers receive accurate information about their resolution options. Every conversation matters, and your role will be vital in collating accurate data to help improve the consumer experience. If you are looking for a rewarding role, working alongside great people, apply today and become a valued member of our team.
The role
- Act as a first point of contact for consumers via the telephone
- Quickly assess the relevance and nature of each contact and deal with it as appropriate
- Accurately record customer information and complaint case records that feeds into wider business reports
- Provide a professional advisory service to citizens and consumers for complaints and enquiries relating to telecoms, broadcast and postal issues.
- Meet and exceed quality targets
About you
Confidence in your own ability, a willingness to learn and a pride in your work, whilst always thinking about the customer, are what we look for in all our employees here at Ofcom, along with:
- Previous experience taking high volume phone calls working towards quality standards
- An ability to multitask, effectively communicating with the customer whilst accurately recording written case notes
About Ofcom
As the UK’s communications regulator, we’re delivering vital work that helps keep the UK connected and shapes the future of how we’ll stay connected with each other. Our work covers everything from phones and broadband, through to TV, radio, the postal service, and wireless devices. We’re also taking on the challenge of making the online world a safer place.
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.
Contact Centre Advisor employer: Ofcom
Contact Detail:
Ofcom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Advisor
✨Tip Number 1
Familiarise yourself with the telecoms, broadcasting, and postal sectors. Understanding the key issues and common consumer concerns in these areas will help you engage more effectively during your interview.
✨Tip Number 2
Practice your communication skills by role-playing common customer scenarios. This will not only boost your confidence but also demonstrate your ability to handle high-volume calls and multitask effectively.
✨Tip Number 3
Research Ofcom’s mission and values thoroughly. Being able to articulate how your personal values align with theirs can set you apart as a candidate who truly understands the organisation's goals.
✨Tip Number 4
Prepare examples from your past experiences that showcase your ability to remain professional and empathetic under pressure. Highlighting these qualities will resonate well with the hiring team.
We think you need these skills to ace Contact Centre Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in handling high volume phone calls and meeting quality standards. Use specific examples that demonstrate your communication skills and ability to multitask.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the responsibilities of a Contact Centre Advisor, particularly your ability to provide professional advisory services and handle consumer queries.
Showcase Your Communication Skills: Since effective communication is key for this role, consider including a brief section in your application that illustrates your communication style. You could mention any relevant training or experiences that have honed these skills.
Highlight Your Commitment to Customer Service: Emphasise your dedication to customer service in your application. Provide examples of how you've gone above and beyond to assist customers in previous roles, showcasing your empathy and professionalism.
How to prepare for a job interview at Ofcom
✨Showcase Your Communication Skills
As a Contact Centre Advisor, effective communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and listen actively. Use examples from past experiences where you successfully resolved customer queries or complaints.
✨Emphasise Empathy and Professionalism
The role requires a professional and empathetic approach. Be prepared to discuss how you handle difficult situations with customers. Share specific instances where you maintained professionalism while addressing customer concerns.
✨Highlight Multitasking Abilities
Since you'll be managing multiple queries simultaneously, it's important to showcase your multitasking skills. Provide examples of how you've effectively juggled various tasks in previous roles, ensuring that you maintained accuracy and quality.
✨Research Ofcom and Its Mission
Familiarise yourself with Ofcom's mission and values. Understanding their role as the UK’s communications regulator will help you align your answers with their goals. This shows your genuine interest in the position and the organisation.
