Job Description

Details

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Reference number

429272
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Salary

34,123 - 48,561
National: 34,123 - 45,831 / London: 36,824- 48,561
A Civil Service Pension with an employer contribution of 28.97%
GBP
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Job grade

Higher Executive Officer
Level 2a###

Contract type

Permanent###

Business area

Delivery & Schemes###

Type of role

Operational Delivery###

Working pattern

Flexible working, Full-time###

Number of jobs available

1

Contents

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

Location

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Successful candidates may be based in any of our office locations - Cardiff, Glasgow, or London, we are especially welcoming applications from people based in the Cardiff and Glasgow.

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 are seeking a confident and experienced Customer Service Team Manager to join our dynamic team. This role requires someone who thrives in a fast-paced environment and has a proven track record of managing customer service teams with energy and empathy. You'll bring strong interpersonal and communication skills, with the ability to motivate and support your team to consistently deliver outstanding service. You'll be adept at monitoring performance, providing constructive feedback, and managing underperformance with clarity and fairness.

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Job description

Resilience and composure under pressure are essential, along with a positive attitude toward change and a commitment to continuous improvement. You'll be proactive in identifying training needs and supporting team development through coaching and cross-skilling, helping individuals grow and succeed. Confidence in raising operational issues and contributing to workforce planning discussions is key, as is a highly organised approach and strong problem-solving skills with attention to detail.


Above all, we're looking for someone who is passionate about delivering excellent customer service and fostering a culture of inclusion and wellbeing. If you're ready to lead with purpose and make a meaningful impact, we'd love to hear from you.


Please note this role is known internally as Engagement Team Manager.

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Person specification

Essential Criteria

Proven experience in managing a high performing customer service team in a call centre, with a focus on delivering a high-quality service (lead criteria)

Demonstrated ability to monitor individual and team performance, provide constructive feedback, and address underperformance or behavioural issues Confidence in using and embedding digital tools with a proactive attitude towards AI and automation to improve internal processes and service delivery Ability to remain calm and effective under pressure, embrace change, and contribute to continuous improvement while promoting a culture of inclusion and wellbeing ###

Behaviours

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


Leadership Communicating and Influencing Managing a Quality Service Delivering at Pace

Benefits

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Alongside your salary of 34,123, OFGEM contributes 9,885 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 (currently 1 day a week in the office), 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 and Experience.
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.


As part of the application process, you will need to complete and pass the online Civil Service Test -

Civil Service Management Judgement Test.

More information on preparing for this test can be found here.


You will also be asked to provide a 1250 word 'supporting statement' evidencing how your experience meets the essential criteria on the attached role profile.


Shortlisted candidates will be invited to interview where they will be assessed using behaviours-based questions and a selection of experience-based questions specific to the role.


The Civil Service values honesty and integrity and expects all candidates to abide by these principles. You must ensure that any evidence submitted as part of your application or used during interview, including your CV and any statements or examples, are truthful and factually accurate. Ofgem takes 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. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.


Please refer to Civil Service candidate advice on the acceptable use of artificial intelligence within the recruitment and selection process - Artificial intelligence and recruitment , Civil Service Careers

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [

https://www.cifas.org.uk/fpn

].



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
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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 ###

Further information

Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of these Recruitment Principles.




In the first instance, you should raise the matter directly via recruitment@ofgem.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission, please visit their website.