Customer Service Online Safety Associate

Requirements of the role

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.

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