Ofcom
Customer Service Licensing Advisor
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Please note that this role will close at 00:01 on Sunday 20 September, and therefore we advise getting your application in by no later than midnight on Saturday 19 September.
About the Team
The Spectrum Licensing team provide regulatory guidance to people and organisations applying for Wireless Telegraphy Act licences. These licences enable effective and efficient wireless communication across the UK, meaning things like; mobile phones, Wi-Fi, radio communication devices, wireless microphones, ship and aircraft communications and many other wireless equipment works free from harmful interference. The team process around 42,000 licence applications and take 25,000 calls to our helpdesk per year.
Purpose of the Role
You will help us facilitate an efficient licensing experience for our customers and stakeholders. The role is multi-functional, you will provide a positive customer service experience on our helpdesk and by responding to emails, live chats, post and social media queries. Additionally you will accurately process licence applications.
This is a fixed term contract until May 2027.
Your key responsibilities
- Provide professional customer service and deliver effective communication both verbally and written to internal and external stakeholders.
- Working as part of a team to manage licensing cases and applications within published KPI’s.
- Work cross-functionally with internal stakeholders across the Spectrum department and wider Ofcom team, to deliver a robust licensing process as well as influencing improvements to the end-to-end licensing journey.
- Use multiple computer-based systems and applications to process and manage Spectrum Licences. Attend team briefings, training sessions and wider Spectrum and Ofcom related meetings in person when required.
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The skills, knowledge and experience you will need for success
Essential:
- Experience and knowledge of different computer-based applications and systems is required due to complete day to day tasks.
- Strong communication skills, with the ability to convey information clearly and effectively to a range of audiences through appropriate written and verbal channels.
- An understanding of regulatory requirements is important due to the nature of our role.
- Harmonising Work: Able to work well within a team, with great communication and inter-personal skills.
- Owning Accountabilities: Be self-motivated and enthusiastic with the ability to prioritise and organise workload.
- Executing Plans: Strong time management attributes. Manage workload effectively, prioritising tasks to balance immediate needs and long-term team objectives.
Desirable Skills:
- Previous experience working with salesforce, workday or Spectra.
- Previous experience handling customer enquiries over the telephone is preferable.
Qualifications:
- English and Maths GCSE or equivalent.
Inclusive hiring at Ofcom
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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 resourcing@ofcom.org.uk 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.
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