Customer Service Licensing Advisor

Requirements of the role

The Spectrum Licensing team provide regulatory guidance to people and organisations applying for Wireless Telegraphy Act licences. These licences enable effective and efficient wireless communication across the UK, meaning things like; mobile phones, Wi-Fi, radio communication devices, wireless microphones, ship and aircraft communications and many other wireless equipment works free from harmful interference. The team process around 42,000 licence applications and take 25,000 calls to our helpdesk per year.

Purpose of the Role

You will help us facilitate an efficient licensing experience for our customers and stakeholders. The role is multi-functional, you will be responding to emails, live chats, post and social media queries. You will provide a positive customer service experience on our helpdesk and will accurately process licence applications.

Your key responsibilities

Working as part of a team to manage licensing cases and applications within published KPI’s.

Provide professional customer service and deliver effective communication both verbally and written to internal and external stakeholders.

Work cross-functionally with internal stakeholders across the Spectrum department and wider Ofcom team, to deliver a robust licensing process as well as influencing improvements to the end-to-end licensing journey.

Use multiple computer-based systems and applications to process and manage Spectrum Licences.

Attend team briefings, training sessions and wider Spectrum and Ofcom related meetings in person when required

The skills, knowledge and experience you will need for success

Essential:

Experience and knowledge of different computer-based applications and systems is required due to complete day to day tasks

An understanding of regulatory requirements is important due to the nature of our role.

Harmonising work: Able to work well within a team, with great communication and inter-personal skills.

Owning Accountabilities: Be self-motivated and enthusiastic with the ability to prioritise and organise workload.

Executing Plans: Strong time management attributes. Manage workload effectively, prioritising tasks to balance immediate needs and long-term team objectives.

View on member website