Operations Analyst

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 now seeking an Operations Analyst to join our Assurance Hub in Delivery & Schemes. This is an excellent opportunity to contribute to the integrity and effectiveness of Ofgem’s scheme operations, helping to ensure that our internal controls, processes and activities uphold the highest standards of accuracy, transparency and compliance.

In this role, you will support delivery across a range of operational and assurance functions. You will help identify and investigate suspected fraud or error, monitor the performance of renewable schemes , and support the delivery of audit and risk management activities. You will also handle applications and amendments, , coordinate case reviews and help ensure payments to scheme participants are delivered accurately and on time. Your work will play a key role in safeguarding the quality and robustness of our processes, helping us deliver positive outcomes for consumers.

You will collaborate closely with colleagues across Operations, Policy and Assurance to help ensure scheme delivery is consistent, proportionate and well evidenced. Strong communication and organisational skills will be essential as you manage enquiries, gather information and contribute to clear, accessible outputs that support decision making. You will also work with internal and external stakeholders, installers, scheme participants and auditors, to support operational delivery and ensure compliance with scheme requirements.

A proactive and curious mindset will be valuable in this role. You will help review and refine procedures, identify opportunities to strengthen controls and support the continual improvement of our assurance approach as our schemes develop. Your ability to navigate complex information, explain risks clearly and prioritise effectively will contribute directly to the quality and credibility of our delivery work.

You will work as part of a supportive analytical and operational community, benefiting from strong peer networks, opportunities for professional development and exposure to a wide range of scheme activities. As the Assurance Hub evolves, you will have the chance to contribute to cross‑cutting work where your skills and insights can add value.

Read on to find out more!

Job description

Key Responsibilities

Responsibilities will vary depending on the needs of the Hub but may include:

• Providing a range of frontline operational services to customers and internal / external service users
• Liaising with teams within and outside of their own direct team to understand and prioritise workload
• Dealing with reviews and contacting relevant teams and people to manage more complicated cases to conclusion
• Handling applications, audit cases and amendment processes
• Assist on investigations into participants or supplier activities that may be noncompliant with the rules or have caused harm to energy consumers
• Meeting the team’s Key Performance Indicator targets
• Supporting all aspects of operations and scheme related work
• Proactively review procedures and suggest improvements

Customer and Stakeholder Engagement

• Initiate and respond to communication/enquiries from external stakeholders through telephone and emails
• Liaise effectively with internal stakeholders in other business areas, as required, in order to support and facilitate operational requirements.

Person specification

Please ensure you demonstrate clearly within your personal statement, how you meet each of the criteria below (not more than 750 words).

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

Essential Criteria:

• Strong numerical and analytical skills and excellent written and verbal communication skills. (Lead Criteria)
• Ability to evaluate and scrutinise evidence with excellent attention to detail. (Lead Criteria)
• Excellent organisational and prioritisation skills –ability to self-organise, priorities and deliver a shifting workload.
• Ability to establish and maintain collaborative working relationships with internal and external stakeholders.
• Good team player and ability to work using own initiative

Behaviours

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

• Changing and Improving
• Making Effective Decisions
• Working Together
• 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, Ability 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.

You will then be asked to provide a 850 word ‘personal statement’ evidencing how you meet the essential skills and capabilities 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.

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 : Lisa Buchanan
• 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

Operational Delivery Candidate Pack Opens in new window (pdf, 716kB)Role Profile - Operations Analyst Opens in new window (pdf, 177kB)Terms and Conditions April 2025 Opens in new window (docx, 831kB)