Spectrum Licensing Associate

Closing Date: 29 March 2013

Job reference:

2013-OPS-11

Closing date:

29 March 2013

Business group:

Operations

Business team:

Spectrum Licensing

Reports to :

Spectrum Licensing Team Leader

Level:

Associate

About the job:

Job Purpose:

Spectrum Licensing supports the interests of citizens/consumers/ customers and stakeholders in accordance with the Communications Act 2003.  We seek to be dynamic and responsive in the way we communicate with the Citizen Consumer and we deliver world-class customer service with a consistent feel and professional approach across the communications spectrum

What you will be doing:

Key Responsibilities:

• Providing phone and administrative cover to ensure that Central Operations and Spectrum Licensing are able to support customers Monday to Friday from 09.00 to 17:00 hrs.
• Responsible for the compilation of Customer information and maintaining Customer records on our systems.
• Process and build technical and non-technical licence applications.
• Requesting and overseeing the payments for licence applications.
• Manage corporate customers through billing procedures ensuring billing and payment are on time.
• Oversee the licence renewal and revocation process for all licences held on the licensing system. This involves: 
• Dealing with enquiries from customers arising from the licence renewal process and recording the case on the OFCOM Case Management System (Siebel)
• Renewals management - proactively contacting customers during theirlicence term ensuring contact details are maintained and up to date and payments are received in timely fashion to prevent revocation
• Processing licence amendments, cancellations and takeover requests from licensees to ensure all licence details are correct in time for renewal.
• Investigating payment issues and liaising with the Ofcom Finance Section to resolve them.
• Investigating failed payment issues.
• Dealing with general enquiries received by phone, e-mail, fax etc in Spectrum Licensing and recording the case on Siebel.
• Ensuring that the escalation procedures are carried out appropriately
• Supporting/managing ad hoc projects within Central Operations Ofcom

Qualities we're looking for:

Essential Skills/Experience:

• Customer Service experience is essential.
• Strong interpersonal and communication skills.
• Ability to plan and organise personal work effectively.
• Team Player.
• IT Literacy.
• Ability to work under pressure.
• Ability to act on own initiative when required.
• Flexible with a 'can-do' attitude

Desirable Skills/Experience:

• A strong understanding of the Communications Sector.  This could include knowledge of Amateur and Ships Licensing, Spectrum Licensing, Telecommunications or Broadcast.
• Experience of handling billing and general enquiries is also required.
• Experience of using a case management system.

Qualifications:

• Educated to A level standard or equivalent qualifications ( e.g. BTEC, NVQ).

Application process:

If you would like to apply please state your suitability for the role, details of your current package, provide a copy of your CV and complete the diversity monitoring form and send to:

Human Resources
Ofcom
Riverside House
2a Southwark Bridge Road
London SE1 9HA

or to:

applications@ofcom.org.uk

Ofcom is an equal opportunities employer. It wishes to reflect the diversity of contemporary UK society and is therefore actively seeking to recruit colleagues from all cultural and ethnic backgrounds as well as those who have a disability.