客户服务授权顾问

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.

对Ofcom

Ofcom is the regulator for the communications services that we use and rely on each day. 我们确保人们能享受到最好的宽带服务, 家庭电话和移动服务, 还要留意电视和广播.

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.

我们不仅关注我们做什么，而且关注我们如何做. We pride ourselves on being an organisation of people who genuinely care about helping others.

团队概述

频谱授权团队提供技术支持, professional and 监管 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,每年为多种产品颁发000个许可证.  The team are also responsible for managing licence validations, renewals and fee recovery processes.  该团队所做的工作对英国频谱至关重要, licences must be efficiently and correctly processed and issued to prevent harm and ensure frequencies are free from interference. 

角色的目的

负责提供 专业, technical and 监管 support and guidance to customers applying for Wireless Telegraphy Act Licences. 作为频谱授权团队的一员, 你须准确处理牌照申请, 变化和交易，以达到并超过公布的kpi. 

You will be dealing with contact from customers over the phone, 网页及电邮, 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, 保证, 法规遵循和项目团队.   

主要职责

• 通过电话提供高标准的客户服务, 电子邮件, 邮件及网页, taking ownership for case management in line with team targets, 流程和程序 
• Contributing to Continuous Improvement activities and projects cross functionally, across all levels to help shape the future of Spectrum Licensing 服务. 
• 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 监管 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 
• 处理无线电报法牌照申请, variation and trades; assessing each contact and ensuring they meet the technical and 监管 requirements and criteria of the licence terms and conditions 
• Using a number of bespoke systems to provide specific technical, 监管, process and policy guidance with responsibility for maintaining accurate account information 
• 灵活的, 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 

技能、知识和经验

• Ability to build on and expand sector knowledge with a keenness to drive improvements by identifying problems and confidently sharing knowledge and ideas 
• 将复杂的信息翻译给不同的受众 
• Using systems such as Sharepoint and Salesforce is desirable, and a broad understanding of Ofcom’s 监管 framework would be advantageous 
• Meet and exceed challenging and stretching KPI’s whilst providing a high standard of service to customers via phone, 电子邮件和案例管理 
• 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 

此工作为定期合同(至8月)