Customer Service Licensing Advisor

Please note that this role will close at 00:01 on Monday 8th April and therefore we advise getting your application in no later than midnight on Sunday 7th April.

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

The Spectrum Licensing Team provide technical, professional and regulatory support and guidance to customers applying for Wireless Telegraphy Act Licences.    The team build robust relationships with internal and external stakeholders and process more than 42,000 licences annually for multiple products.  The team are also responsible for managing licence validations, renewals and fee recovery processes.  The work the team do is critical to the UK Spectrum, licences must be efficiently and correctly processed and issued to prevent harm and ensure frequencies are free from interference. 

Purpose of the Role

Responsible for providing professional, technical and regulatory support and guidance to customers applying for Wireless Telegraphy Act Licences. As part of the Spectrum Licensing team, you will accurately process licence applications, variations and trades to achieve and exceed published KPIs. 

You will be dealing with contact from customers over the phone, web and email, providing product specific process and policy guidance to both new and existing licensees.  You will be maintaining accurate account information in line with our Quality and GDPR standards and will be responsible for managing individual cases over various products.    

This role provides the opportunity to support continuous improvement initiatives and projects, working cross functionally and across all levels with other areas of Spectrum including Policy, Assurance, Compliance and project teams.   

Key responsibilities

• Provide a high standard of customer service via phone, email, post and web, taking ownership for case management in line with team targets, processes and procedures 
• Contributing to Continuous Improvement activities and projects cross functionally, across all levels to help shape the future of Spectrum Licensing Services. 
• Building robust working relationships with key internal and external stakeholders, supporting project teams with queries and clarifications and aiding resilience and continuous improvement activities 
• Skilled and confident working collaboratively with various teams across Spectrum Group including acting as a key contact between Policy and internal Project teams- ensuring effective and robust knowledge of regulatory requirements are maintained to a high standard 
• Working closely with and alongside the Finance team to ensure accurate and timely billing for stakeholders and identifying and reporting any problems or issues 
• Processing Wireless Telegraphy Act Licence applications, variation and trades; assessing each contact and ensuring they meet the technical and regulatory requirements and criteria of the licence terms and conditions 
• Using a number of bespoke systems to provide specific technical, regulatory, process and policy guidance with responsibility for maintaining accurate account information 
• Flexible, self-motivated and adaptable in approach with an ability to prioritise tasks and act on own initiative
• Demonstrating ownership of key workstreams whilst taking a flexible approach across all products and licence types to maximise performance across the Spectrum Licensing team 

Skills, Knowledge and experience

• Ability to build on and expand sector knowledge with a keenness to drive improvements by identifying problems and confidently sharing knowledge and ideas 
• Translating complex information to a range of audiences 
• Using systems such as Sharepoint and Salesforce is desirable, and a broad understanding of Ofcom’s regulatory framework would be advantageous 
• Meet and exceed challenging and stretching KPI’s whilst providing a high standard of service to customers via phone, email and case management 
• Must have strong interpersonal and communication skills and work effectively as part of a team, taking responsibility for effective and timely delivery of high-quality work 
• Effective conflict resolution skills and accuracy of recording customer information and complaints as part of a prescribed framework that feeds into business reports 
• Experience of identifying risks and concerns of non-compliant behaviour by stakeholders and escalating when necessary to Licensing Team Leader and Head of Licensing as appropriate 

This job is a Fixed Term Contract (until August)