Engagement Analyst (Complaints)

Job summary

Ofgem plays a central role as the administrator of a number of Government environmental and social programmes. This includes assessing applications, authorising payments, and supporting participants through enquiries and engagement. As part of Delivery & Schemes, you will contribute directly to delivering these critical services.

We are recruiting an Engagement Analyst (Complaints) to support the management of complaints and disputes across our schemes. This is an excellent opportunity for someone looking to build experience in a customer-focused, operational environment, working within a supportive team and developing strong analytical and communication skills.

In this role, you will triage complaints and ensure they are allocated to the appropriate teams, following established procedures and meeting required timescales. You will communicate with current and potential participants in a clear and professional manner, accurately logging complaints and disputes while ensuring data is recorded effectively. You will also support the continuous improvement of processes by suggesting enhancements to standard operating procedures and identifying cases that may require escalation to Fraud, Compliance or Audit teams.

Job description

You will play a key role in ensuring complaints and disputes are managed efficiently, including acknowledging and assigning cases, collating information to support investigations, and reviewing information provided by applicants. The role involves engaging with customers, consultants and stakeholders via phone and email, as well as providing wider support across the team on an ad hoc basis.

This position requires strong attention to detail, the ability to follow processes, and a proactive approach to teamwork. You will work with a range of internal stakeholders, including senior management, IT, and specialist teams, as well as external stakeholders such as applicants, consultants, and trade associations.

Ofgem is committed to creating an inclusive and supportive working environment and encourages applications from all backgrounds.

Read on to find out more.

Person specification

Essential:

• Experience of handling queries, issues or complaints, with the ability to follow processes and contribute to meeting service standards or targets. (LEAD)
• Experience of working in a customer-focused environment, with a strong track record of delivering high-quality service.
• Excellent written and verbal communication skills, with strong numerical and/or data analysis capability and attention to detail.
• Demonstrable experience of working effectively as part of a team, contributing to shared objectives and outcomes.

Desirable:

• IT literate including Microsoft Office (Outlook, Word and Excel)

Behaviours

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

• Making Effective Decisions
• Communicating and Influencing
• 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.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 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). The test you are due to take is not timed and you can complete it at your own pace. 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 provide a 1250 word ‘personal statement’ evidencing how you meet the essential criteria listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the criteria listed in the role profile. 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 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 : Chloe Baily
• Email : Recruitment@ofgem.gov.uk

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.

Attachments

466495 Role Profile Opens in new window (pdf, 96kB)466495 Candidate Pack Opens in new window (pdf, 572kB)Terms and Conditions April 2025 Opens in new window (pdf, 335kB)