Job Description

Details

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Reference number

406876

Salary

25,854 - 33,936
London 28,390-33,936, National 25,854-30,850


Please ensure that you read the Pay and Reward information for civil service and internal colleagues before applying.
A Civil Service Pension with an employer contribution of 28.97%
GBP

Job grade

Executive Officer
Please insert relevant band

Contract type

Fixed term

Length of employment

Till 31/03/2026

Business area

OFGEM - Eserve

Type of role

Contact Centre

Operational Delivery

Working pattern

Full-time

Number of jobs available

4

Contents

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Location About the job Benefits Things you need to know Apply and further information

Location

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Cardiff, Glasgow, London

About the job

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Job summary

Ofgem is Great Britain's independent energy regulator. Our primary responsibility is to protect energy consumers, especially the most vulnerable, while at the same time working with government, industry and consumer groups to deliver a clean, more affordable and secure net-zero energy system at the lowest cost to consumers, and drive economic growth.


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

Delivery an d Schemes is the delivery arm of Ofgem, the regulator of Britain's gas and electricity markets and is helping to shape the future of the energy market - delivering better energy efficiency through renewable energy sources and protecting the interests of energy consumers.


If you choose to be part of our team you can expect plenty of opportunity to develop your knowledge and experience, with the professional support you need to reach your full potential.


We now have a range of roles available within our ECO Helpline team for well organised and customer focused individuals.


This role will see you acting as the first point of contact for members of the public with queries related to the Government's response to ECO and GBIS measures. You will deal with these queries both over the phone and via email and will be expected to carry out all relevant administration tasks to a high standard. You will also be required to actively support your peers and colleagues in order to get the best outcome for the team. In time this will 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 meet both 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.

Person specification

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. 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 consumers and members of the public with queries 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

Role Criteria

Essential

Experience of working in a customer-focused environment with an understanding of customer journeys and an ability to problem solve. (LEAD) Excellent written and verbal communication skills with a great attention to detail Ability to organise and prioritise a shifting workload Good team player and ability to work under own initiative IT literate including Microsoft Office suit (Outlook, Word and Excel)
Desirable

Previous complaint and enquiry handling experience responding in both written and verbal communication

Behaviours

We'll assess you against these behaviours during the selection process:


Communicating and Influencing Making Effective Decisions Managing a Quality Service Delivering at Pace

Technical skills

We'll assess you against these technical skills during the selection process:


Please refer to the Candidate Pack and Role Profile attached for full details.

Benefits

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Alongside your salary of 25,854, OFGEM contributes 7,489 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Ofgem can offer you a comprehensive and competitive benefits package which includes; 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; Hybrid working, flexible working hours and family friendly policies. Plus lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050. This exciting blend of professional challenge and personal reward identifies career opportunities at Ofgem as something to get excited about.

Things you need to know

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Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, 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), and upload a copy of your CV anonymising all details where necessary.


You will then be asked to answer 2 Technical Questions evidencing how you meet the essential and desirable skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within these answers how you meet each of the essential and desirable skills and capabilities.


The Civil Service values honesty and integrity and expect all candidates to abide by these principles. Ofgem take any incidences of cheating very seriously. Please ensure all examples provided are of your own experience. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant applications will be withdrawn from the process.



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) 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

Working for the Civil Service

The Civil Service Code 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 .
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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

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This vacancy is part of the Great Place to Work for Veterans initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

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Job contact :

Name : Emma Tosh Email : recruitment@ofgem.gov.uk
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Recruitment team

* Email : recruitment@ofgem.gov.uk