Contact Centre Advisor - Phone

Closing Date:

Group:

Management Level:

Job Type:

Job Description:

Please note that this role will close at 00:01on Wednesday 21 October, and therefore we advise getting your application in by no later than midnight on Tuesday 20 October.

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 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 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 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 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.

Inclusive hiring at Ofcom

At Ofcom, our mission is clear: to make communications work for everyone. To achieve that, our people must reflect the diversity of the UK, in background, identity and experience. 

We believe innovation thrives when difference is valued and everyone feels empowered to contribute their ideas and perspectives. That’s why we welcome colleagues of all ethnicities and races, sexes, genders and gender identities, sexual orientations, ages, faiths and beliefs, and those with apparent and non‑apparent disabilities. We value socio‑economic diversity, life experience and neurodiversity too. Whether you’re a carer, a parent, a veteran, or re‑entering work after time away, your voice and perspective matter here. 

Flexibility is at the heart of how we work because we want you to thrive in a way that suits you best. Most roles can therefore be adapted for part‑time hours, job shares, or other flexible arrangements. Learn more about our Rewards, Benefits and Wellbeing on our careers page. 

Our recruitment process is intentionally designed to be open and accessible. If you need adjustments, information in a different format or an alternative way to apply, contact us at [email protected] or 0330 912 1378. 

As a proud Disability Confident Leader, we guarantee interviews for disabled applicants who meet the essential criteria for a role. You can read more about this commitment here. 

Whoever you are, whatever your story, you belong at Ofcom.