Customer Service Online Safety Associate
Customer Service Online Safety Associate
Apply locations: Warrington | Time type: Full time | Posted on: Posted Yesterday | Time left to apply: End Date: August 20, 2025 (5 days left to apply) | Job requisition id: JR2146
Closing Date: 20/08/2025
Group: Corporate Group
Management Level: Associate
Job Type: Permanent
Job Description:
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.
This role offers a salary of £24,500 along with excellent flexible benefits.
About Ofcom
Ofcom is the regulator for the communications services that we use and rely on each day. We ensure that people get the best from their broadband, home phone, and mobile services, as well as overseeing TV and radio.
Our culture is defined by our values: Empowerment, Excellence, Collaboration, Agility, and Respect. These values guide our work and foster an inclusive and innovative environment. We pride ourselves on caring about helping others.
Team Overview
This role is within the Consumer Contact Team (CCT), supporting citizens and consumers in accordance with the Communications Act 2003 & Online Safety Act.
Purpose of the Role
The primary purpose is to assist consumers contacting Ofcom regarding Online Safety issues. You will collate complaints via phone, web, and email, providing advice on how to proceed.
We aim to deliver top-quality customer service with a professional approach, supported by industry best practices and training.
Given the nature of online safety content, colleagues may be exposed to harmful or indecent material. We provide psychological support, including 24-hour counselling and access to psychologists.
Key Responsibilities
* Provide high-quality responses to contacts via phone, email, webform, and mail
* Assess and manage your workload effectively
* Accurately record consumer information and complaints for reporting
* Meet and exceed KPI targets for quality and response
* Deliver excellent customer service for online safety complaints and inquiries
* Perform additional tasks as appropriate
Skills, Knowledge, and Experience
* Excellent verbal and written communication skills
* Resilience and confidence in handling sensitive content
* Experience with multiple platforms (phone, email, webchat, letter)
* Conflict resolution skills and complaint handling experience
* Attention to detail and ability to write concise case notes
* Ability to work towards challenging quality targets
* Sector knowledge and willingness to learn more
* Strong interpersonal skills and teamwork
* Flexibility and initiative
* Understanding of online and communication sectors
* Experience with Salesforce
* Ability to articulate ideas clearly and persuasively
* Ownership of responsibilities and accountability
* Commitment to personal growth and development
Inclusivity Statement
Ofcom is committed to diversity and inclusion, recruiting from a broad pool of candidates regardless of background, age, ethnicity, sexual orientation, gender, or disability. We welcome applicants returning to work after a break and offer flexible working arrangements. For adjustments or alternative application formats, contact resourcing@ofcom.org.uk or call 0330 912 1378.
We are a Disability Confident Leader, offering interviews to disabled applicants meeting essential criteria. Learn more at https://careers.ofcom.org.uk/careers/how-we-hire/.
Our mission is to make communications work for everyone, ensuring the UK stays connected and safe. We value diversity and aim to reflect this within our organization and the sectors we regulate.
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