Customer Service Online Safety Associate

Please note this role will close at 00.01 on Wednesday 20 August so we advise making your application by midnight on Tuesday 19 August.

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

This role sits within the Consumer Contact Team (CCT). The role of CCT is to support the interests of citizens/consumers in accordance with the Communications Act 2003 & Online Safety Act.

Purpose of the Role

The primary purpose of this role is to assist consumers contacting Ofcom regarding Online Safety issues. You will collate complaints information through multiple channels (phone, web, and email) and provide complainants with advice on how best to take forward their issue.

We aim to deliver best-in-class customer service with a consistent feel and professional approach, supported by business processes and an induction training framework that represent industry best practice.

In our mission to make the internet a safer place for everyone, Ofcom colleagues (in specific roles within the organisation) could be exposed to harmful or indecent images and content.

We recognise the psychological impact that exposure to this content may have and strive to provide the right level of support, tailored to each individual member of our team.

Ofcom are committed to the wellbeing of all our colleagues and offer 24-hour access to counselling services and access to trained psychologists.

Key responsibilities

• Ensure high quality responses to phone, white mail, email, webform contacts
• Manage own workload assessing the relevance and nature of each contact and deal with it as appropriate
• Accurately record consumer information and complaint details to feed into wider business reporting
• Meet and exceed business, written & quality KPI’s
• Provide excellent customer service to citizens and consumers for complaints and enquires relating to Online Safety issues
• Complete any other adhoc requests that are in line with your skill and capability

Skills, Knowledge and experience

• Excellent verbal and written communication skills
• Resilient individual with confidence in handling sensitive, and on occasion distressing information
• Experience of using and engaging across multiple platforms e.g., Phone, Email, Letter, Webchat
• Effective conflict resolution skills and experience of handling consumer complaints and enquiries
• Attention to detail – experience of complaint categorisation and writing concise case notes
• Must be comfortable working towards challenging quality targets
• Ability to build and expand on sector knowledge
• Team Player - strong interpersonal and communication skills within a small team
• Flexibility and ability to act on own initiative
• An understanding of the Online and Communications Sectors
• Experience of using Salesforce
• Manage own workload assessing the relevance and nature of each contact and deal with it as appropriate

Other skills

• Articulating Ideas - Express your ideas, thoughts, and information in a clear and concise manner, ensuring messages are understood by everyone.
• Channeling Influence - Guide opinions and decisions with compelling communication and persuasion techniques, looking to get everyone on the same game plan.
• Owning Accountabilities - Take responsibility for your actions, decisions, and their outcomes. Show up reliably and commit to getting the job done.
• Pursuing Growth - Show your commitment to growing and developing. Pursue opportunities to learn and add to your skillset.

Inclusivity Statement

At Ofcom we prioritise inclusive and diverse recruitment in order to truly reflect the society we represent.

Where positions are listed as full time, we remain open to reduced hours, part-time arrangements, job shares and other flexible working options from day one of employment. We warmly welcome applications from candidate returning to work after a break – for whatever reason.

As a disability confident employer, we offer interviews to any disabled applicant who meet essential criteria for advertised roles. Learn more about the scheme here.

If you need information in an alternative format or have specific preferences, please contact our recruitment team at [email protected] or call 0330 912 1378.