Customer Service Licensing Advisor

COM1000 Office of Communications; Warrington; On-site; GBP 32,000 - 42,000; Full time

Job summary

Ofcom’s Spectrum Licensing team is hiring an Associate on a fixed-term basis to support licensing applications and customer queries. You will deliver professional service across helpdesk channels and accurately process licences, working with internal stakeholders and using multiple systems.

The role emphasises strong communication, regulatory knowledge, and the ability to prioritise tasks. This is a fixed-term contract with potential for extension, based in the UK.

Qualifications

• Experience with multiple computer-based applications and systems.
• Strong communication, written and verbal.
• Knowledge of regulatory requirements.
• Teamwork and prioritising workload.

Responsibilities

• Provide professional customer service and deliver effective communication to internal and external stakeholders.
• Working as part of a team to manage licensing cases and applications within published KPI’s.
• Collaborate with Spectrum and Ofcom teams to deliver a robust licensing process and improve the end-to-end licensing journey.
• Use multiple computer-based systems to process Spectrum Licences.
• Attend team briefings, training sessions and related meetings in person when required.

Skills

Communication skills

Interpersonal skills

Time management

Teamwork

Education

English and Maths GCSE or equivalent

Tools

Salesforce

Workday

Spectra

Job description

Closing Date: 20/09/2026 Group: Spectrum Group Management Level: Associate Job Type: Fixed Term (Fixed Term) Job Description: 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

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

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

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. Our recruitment process is intentionally designed to be open and accessible. As a proud Disability Confident Leader, we guarantee interviews for disabled applicants who meet the essential criteria for a role. Whoever you are, whatever your story, you belong at Ofcom. We make communications work for everyone.

At Ofcom we are determined to do all we can to promote diversity and equality inside our organisation and in the wider sectors we regulate. Diversity and equality are fundamental to achieving our purpose to make communications work for everyone. We need to make the best decisions for all UK consumers and citizens. To do this, it is essential that all levels of our organisation are diverse and foster an inclusive culture.

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. And we need people of all backgrounds, skill sets, and experiences to help us achieve our goal of making communications work for everyone. Ofcom’s remit is huge – we keep UK citizens and consumers safe from harm and ensure they receive the best possible service from their communications providers. Find out more about Ofcom, where we operate, and the different types of work we do to keep the country connected.