Engagement Analyst

Job summary

Ofgem is Great Britain’s independent energy regulator. Our mission is to protect energy consumers, especially those in vulnerable circumstances, by ensuring they are treated fairly and benefit from a cleaner, greener and more affordable energy system.

We are looking for Engagement Analysts to join our Enquiries & Engagement team within Delivery & Schemes (2 Permanent and 1 Fixed-Term Contract; 12 months). The team supports the delivery of a range of environmental and energy schemes and provides information and guidance to scheme participants, stakeholders and members of the public.

As an Engagement Analyst, you will play an important role in helping customers navigate our schemes and services. Acting as a key point of contact, you will respond to enquiries, provide accurate information and help resolve issues in line with established processes. You will contribute to delivering a professional, efficient and consistent service that supports positive outcomes for customers.

The role involves handling telephone and email enquiries, maintaining accurate records and supporting a variety of administrative processes. You will assess and process information, identify and escalate more complex issues where required and ensure enquiries are managed within agreed service standards.

Alongside day-to-day customer engagement, you will support the wider operational delivery of schemes by monitoring workloads, managing competing priorities and contributing to the achievement of team and organisational performance targets. You will be expected to apply sound judgement, attention to detail and a customer-focused approach when dealing with a broad range of enquiries.

You will work closely with colleagues across Ofgem, including operational, policy, legal, assurance and digital teams, helping to resolve issues, improve processes and support the delivery of high-quality services. There may also be opportunities to share knowledge with colleagues, support the onboarding of new team members and contribute to continuous improvement activities.

Strong communication skills, attention to detail and the ability to prioritise competing demands are all important in this position. You will build positive working relationships with both internal and external stakeholders and be comfortable adapting your communication style to different audiences.

This role would suit someone who enjoys working in a fast-paced environment, solving problems and delivering excellent customer service. Experience in a customer-focused, administrative or operational role, together with the ability to manage competing priorities, analyse information and work collaboratively as part of a team, would be advantageous.

Read on to find out more.

Job description

Key Responsibilities

• Dealing with enquiries on the phone and by email

• Liaising with teams within and outside of the hub to understand and prioritise 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

Person specification

Role Criteria

In the event of receiving a large number of applications, an initial sift may take place on just the lead criteria indicated below:

Essential Criteria:

• 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 Criteria:

• 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

Benefits

Alongside your salary of £26,694, OFGEM contributes £7,733 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).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 but this is kept under review), 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

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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

When you press the ‘Apply now’ button, you will be directed to a Civil Service test – guidance for this can be found here Civil Service online tests - GOV.UK (www.gov.uk). Upon passing the test, you will be asked to complete personal details (not seen by the sift panel), your career history and qualifications.

You will then be asked to answer 2 questions evidencing how you meet the essential skills and capabilities listed in the role profile, each of your answers is a max of 250 words (any words beyond this limit will be disregarded). Please ensure you demonstrate clearly, within these answers, how you meet each of the criteria. In the event of receiving a large number of applications, an initial sift may take place on just the lead criteria indicated in the essential criteria.

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].

At Ofgem, we expect our staff to carry out their roles with honesty, fairness and openness. They should follow the Civil Service code and be free from any influence or bias. We are committed to making sure interests are recognised, declared and managed appropriately so that we can fulfil our duties as an energy regulator. Our Conflicts of Interest policy outlines the types of interests Ofgem staff must declare before onboarding, and the rules they must follow throughout employment so that we can clearly demonstrate that our decisions are not influenced by private interests.

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

Security

Successful candidates must undergo a basic (or equivalent) 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.

Diversity and Inclusion

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

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) 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

Job contact :

• Name : Lisa Buchanan
• Email : recruitment@ofgem.gov.uk

Recruitment team

• Email : recruitment@ofgem.gov.uk

Online test instructions

See end of document ‘Civil Service Testing’ for instructions

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.

Attachments

Terms & Conditions April 2025 Opens in new window (pdf, 323kB)Role Profile_Engagement Analyst_489242 Opens in new window (pdf, 99kB)Candidate Pack_Engagement Analyst_489242 Opens in new window (pdf, 743kB)