About the job

Job summary

Ofgem is driving renewable energy across Great Britain, creating an energy system fit for the future whilst ensuring customers are protected through this transition as we all drive towards net zero. As part of the Operational Delivery profession, you will be part of the team that are all playing their own role towards achieving this collective goal. The Operational Delivery profession provides excellent exposure to all areas of Ofgem.  

We now have opportunities available for enthusiastic customer service professionals who are motivated by the opportunity to work on a range of high profile schemes. Typically, you’ll be answering emails and resolving queries and throughout it’s important that you are highly responsive, customer focused and can demonstrate empathy and understanding. You’ll be part of a highly supportive team, working with experienced colleagues who will encourage your professional development. 

Job description

This role will see you acting as the first point of contact for members of the public, answering inbound telephone calls and emails with questions about our schemes – this may be existing scheme participants or those who are interested in knowing more. You will be expected to carry out all relevant tasks to a high standard and actively support your peers and colleagues to get the best outcome for the team. The role will eventually include supporting the training of new starters.

Excellent customer service is at the core of this job, so you’ll already have some practical experience in a customer focused setting. Good communication skills - in writing and in person - together with a keen attention to detail will be key. It’s important that you enjoy working in a fast-paced environment and have an ability to co-ordinate your work to both meet competing deadlines and ensure all agreed processes and requirements are met. It’s also essential that you can work well in a team environment and take a flexible approach to meeting shared objectives.   

 Key Responsibilities 

• Dealing with enquiries on the phone and by email. 
• Liaising with teams within and outside of the hub to understand and priorities workload.  
• Dealing with non-complicated complaints and requests or contacting relevant teams/people to manage complicated cases.  
• Supporting all aspects of operations and scheme related work.  
• Meeting the team’s Key Performance Indicator targets.  
• Collaborate and provide support on issues across the team on an ad-hoc basis.

Key Outputs and Deliverables 

• To be the first point of contact for scheme participants and members of the public with queries about the scheme(s). 

• To raise issues with internal teams and support them with operational needs.  
• To receive and handle enquiries, non-complex complaints, and requests for information.  
• To keep organised notes of issues handled in the event that they need to be reviewed.  
• To meet team KPI targets.  

 

Key Stakeholder Relationships 

 

External - Scheme participants, certification bodies.  

 

Internal - Operations, Assurance, Legal, Policy, Change and IT.  

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Person specification

The essential criteria for this role is: 

 

• Ability to organise and prioritise a shifting workload. 

 

• Good team player and ability to work under own initiative. 

Benefits

Alongside your salary of £24,623, OFGEM contributes £6,331 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Ability, Experience and Technical skills.

When you press the ‘Apply now’ button, you will be asked to complete personal details (not seen by the sift panel), your career history and qualifications.  

 

You will then be asked two application questions evidencing how you meet the essential skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within answers, how you meet each of the essential skills and capabilities. Please note, the word count is 250 words per answer.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.