Ofcom Warrington, UK
Jan 21, 2017Full time
Contact Centre Associate (Phone) Warrington, Cheshire £18,000 Plus Competitive Benefits Package Ofcom is the independent regulator and competition authority for the UK communications industries. We regulate the TV, radio, fixed-line telecoms, mobile telecoms and postal sectors, plus the radio spectrum over which wireless devices operate. About the Job: The role of the Consumer Contact Team (CCT) is to support the interests of citizens/consumers in accordance with the Communications Act 2003. The CCT's primary purpose are to collate complaints information on Broadcasting, Telecoms and Postal issues, and to 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, with an induction training framework that represents industry best practice. What you will be doing: - Act as a first point of contact for citizens and consumers via the phone - Meet and exceed business lead SLAs and KPIs - Be responsible for accurate data input that feeds into wider business reports - Provide excellent customer service to citizens and consumers for complaints and enquires relating to telecoms, broadcast and postal issues - Assess quickly the relevance and nature of each contact, and deal with it as appropriate - Compile customer information and maintain case records of a consistently high quality - Liaise with the specialist policy and investigations teams within Ofcom - Comply with all relevant Ofcom policies, procedures and behavioural competencies - Ensuring health and safety policies and procedures are adhered to - Complete any other adhoc requests that are in line with your skill and capability Essential Skills / Experience: - Phone based customer service experience within a similarly benchmarked organisation - Experience of working in a Contact Centre and of dealing with both B2C and B2B consumers/customers - Effective conflict resolution skills and experience of handling consumer complaints and enquiries - Must be comfortable working towards challenging business lead targets - Able to adapt to change in a professional manner - Attention to detail - experience of writing case notes/writing accurate calls logs - Ability to build and to expand on sector knowledge - Ability to plan and to organise personal work effectively - Team Player - strong interpersonal and communication skills within a small team - IT literacy, must be competent in using multiple systems - Siebel, Salesforce, and Microsoft office applications - Flexible and able to act on own initiative Desirable Skills / Experience: - An understanding of the Communications Sector. This could include knowledge of Telecoms, Broadcast or Postal services. - Understanding of regulatory process and procedures - Written skills dealing with official correspondence from consumers/stakeholders Further Information: Ofcom offers competitive salaries, pension contributions and a flexible benefits package. Ofcom is an equal opportunities employer. It wishes to reflect the diversity of contemporary UK society and is therefore actively seeking to recruit colleagues from all cultural and ethnic backgrounds as well as those who have a disability. To apply for the role of Contact Centre Associate (Phone), please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency. Additional Keywords: Contact Centre Associate, Phone, Customer Services Associate, Customer Service Advisor, Customer Service Operator, Call Centre Operative, Call Centre Advisor, Contact Centre Advisor, Contact Centre Rep, Contact Centre Agent, Customer Support Advisor, Customer Support Rep, Customer Service Executive.