Contact Centre Advisor - Phone

Ofcom; Warrington; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ofcom is looking for a Consumer Contact Team member in Warrington. This role offers Monday to Friday working hours and includes a competitive salary with excellent benefits, helping consumers navigate telecommunications issues. Join a leading regulatory body focused on making communications work for everyone.

Benefits

26 days holiday + bank holidays

Flexible Allowance

Pension

Private Medical Insurance

Health Screening

Life Assurance

Income Protection Insurance

Qualifications

• Experience in customer service and handling complaints.
• Proven conflict resolution skills.
• Must meet challenging quality targets.

Responsibilities

• Act as the first point of contact for consumers via phone.
• Record customer information and complaints accurately.
• Provide excellent customer service for complaints and inquiries.

Skills

Phone based customer service experience

Effective conflict resolution

Attention to detail

Communication

Accountability

Growth mindset

Job description

Closing Date:

30/06/2025

Group:

Corporate Group

Management Level:

Associate

Job Type:

Permanent

Job Description:

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 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.

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 [e-mail] or call 0330 912 1378.

As a Disability Confident Leader, we offer interviews to disabled applicants who meet essential criteria for advertised roles. Learn more about this scheme here. https://careers.ofcom.org.uk/careers/how-we-hire/