Contact Centre Advisor

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.

Job Title: Contact Centre Advisor

Location: Warrington (2 days from home)

Compensation: £23,500 + £1,500 flexible allowance (£25,000) + 26 days holiday, pension, private medical, heath screening, life assurance and income protection insurance

Hours: Monday – Friday, 9am-5pm (no shifts, no weekends, no bank holidays)

Job Description:

Are you an effective communicator that thrives in a fast-paced environment? Do you have the ability to remain professional and empathetic in every interaction? We’re looking for a dedicated Contact Centre Advisor to join the Ofcom team.

As a Contact Centre Advisor you’ll have the opportunity to work in a flexible, supportive environment where you will engage with a diverse range of consumers, identifying their concerns, and providing clear, informative advice on Telecoms, Broadcasting, and Postal issues.

Accountability is key— you’ll be proactive, detail-oriented, and committed to delivering a professional advisory service. The ability to multitask is essential, as you'll be handling multiple queries while ensuring consumers receive accurate information about their resolution options. Every conversation matters, and your role will be vital in collating accurate data to help improve the consumer experience.

If you are looking for a rewarding role, working alongside great people, apply today and become a valued member of our team.

The Role

• Act as a first point of contact for consumers via the telephone
• Quickly assess the relevance and nature of each contact and deal with it as appropriate
• Accurately record customer information and complaint case records that feeds into wider business reports
• Provide a professional advisory service to citizens and consumers for complaints and enquiries relating to telecoms, broadcast and postal issues.
• Meet and exceed quality targets

About You

Confidence in your own ability, a willingness to learn and a pride in your work, whilst always thinking about the customer, is what we look for in all our employees here at Ofcom, along with:

• Previous experience taking high volume phone calls working towards quality standards
• An ability to multitask, effectively communicating with the customer whilst accurately recording written case notes

About Ofcom

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. We’re also taking on the challenge of making the online world a safer place.

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 gender, ethnicity, disability, sexual orientation or social background.