Job Description

Closing Date: 20/07/2023

Group: Corporate Group

Management Level: Associate

Job Type: Permanent

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Please note this role will close at 0.01am Thursday 20th July so we recommend you apply by midnight Wednesday 20th July to be considered for the role.

About Ofcom

Ofcom is the regulator for the communications services that we use and rely on each day. We make sure people get the best from their broadband, home phone and mobile services, as well as keeping an eye on TV and radio.

Our culture is clear - we live by our values: Empowerment; Excellence; Collaboration; Agility and Respect. These define how we work to deliver our purpose, now and in the future. The behaviours which support these values set the path for a fully inclusive and innovative culture at Ofcom.

We focus not only on what we do, but how we do it. We pride ourselves on being an organisation of people who genuinely care about helping others.

Team Overview

This role sits within the Consumer Contact Team (CCT). The role of CCT is to support the interests of citizens/consumers in accordance with the Communications Act 2003 & Online Safety Bill.

Purpose of the Role

The primary purpose of this role is to assist consumers contacting Ofcom regarding Online Safety issues. You will collate complaints information through multiple channels (phone, web, email and Social Media) and provide complainants with advice on how best to take forward their issue.

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.

In our mission to make the internet a safer place for everyone, Ofcom colleagues (in specific roles within the organisation) could be exposed to harmful or indecent images and content.

We recognise the psychological impact that exposure to this content may have and strive to provide the right level of support, tailored to each individual member of our team.

Ofcom are committed to the wellbeing of all our colleagues and offer 24-hour access to counselling services and access to trained psychologists.

Key responsibilities

Ensure high quality responses to phone, white mail, email, webform and social media contacts

Manage own workload assessing the relevance and nature of each contact and deal with it as appropriate

Accurately record consumer information and complaint details to feed into wider business reporting

Meet and exceed business, written & quality KPI\xe2\x80\x99s

Provide excellent customer service to citizens and consumers for complaints and enquires relating to Online Safety issues.

Complete any other adhoc requests that are in line with your skill and capability.

Skills, Knowledge and experience

Passionate about working with people with an ability to put the customer first

Excellent verbal and written communication skills

Resilient individual with confidence in handling sensitive, and on occasion distressing information

Experience of using and engaging across multiple platforms e.g., Phone, Twitter, Facebook, Webchat

Effective conflict resolution skills and experience of handling consumer complaints and enquiries

Attention to detail \xe2\x80\x93 experience of complaint categorisation and writing concise case notes

Must be comfortable working towards challenging quality targets

Ability to build and expand on sector knowledge

Team Player - strong interpersonal and communication skills within a small team

Flexibility and ability to act on own initiative

An understanding of the Communications Sector

Experience of using Salesforce

Manage own workload assessing the relevance and nature of each contact and deal with it as appropriate.

Additional information

You\xe2\x80\x99ll have a great work life balance with no shift or weekend work included! Come build your career with a flexible and supportive employer.

Ofcom is a forward-thinking, inclusive employer and recognises the value of diversity to truly \xe2\x80\x9cmake communications work for everyone\xe2\x80\x9d. Here at Ofcom, our vision is to ensure people are part of an environment when they can truly strive and be themselves, therefore we aim to recruit from the widest pool of candidates possible \xe2\x80\x93 irrespective of social background, ethnicity, sexual orientation, gender or disability. We are an organisation that strives to be truly representative of the whole of the UK and our aim is to be an employer of choice for everyone.

We champion flexible working and so wherever possible we support flexible working patterns including job shares.

As a Disability Confident employer, we guarantee to interview disabled applicants who meets the minimum selection criteria of the role as outlined in the job specification, if applicants would like to be considered under this scheme. We pride ourselves on ensuring all candidates are treated fairly throughout the application and selection process including making our process as accessible as possible. You can find more information on the scheme here.

Should you require any adjustments to be made, please do contact us directly at or call 0330 912 1378

Ofcom