Operations Analyst - Heat Networks

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. As we prepare to take on regulation of the heat networks sector in 2026, we are expanding our Heat Networks directorate to support this ambitious and high‑profile programme.

We are now seeking Heat Network Operations Analysts to join our Heat Networks directorate. These roles offer a unique opportunity to help design and deliver the operational framework for a brand‑new regulatory regime, supporting both consumer protection and market development as the sector grows.

As a Heat Network Operations Analyst, you will play a key role in building and delivering the services that enable thousands of heat network operators and suppliers to engage effectively with Ofgem. Initially, you will contribute to designing and implementing operational processes, working closely with colleagues across policy, compliance and digital teams. Over time, the focus will shift to delivering high‑quality operational services that support compliance, transparency and positive outcomes for consumers.

Your work will span a range of core operational activities, including registration, queries, monitoring, amendments and authorisation. You will manage cases in line with established processes and performance measures, respond to stakeholder queries about regulatory requirements and analyse structured data to support oversight and decision‑making. You will also identify opportunities to improve processes, guidance and user experience, helping to shape a service that is efficient, accessible and responsive.

You will collaborate with internal teams across Ofgem, as well as external stakeholders including heat network suppliers, operators, trade bodies and consumer organisations. Strong communication and organisational skills will be essential as you build relationships, handle enquiries and contribute to clear, accurate outputs for a range of audiences.

This role is well suited to someone with experience in an operational delivery environment who enjoys working at pace, solving problems and contributing to continuous improvement. A proactive and curious mindset will be key, alongside an interest in the energy sector and a commitment to consumer outcomes and Net Zero.

Read on to find our more!

Job description

Key Responsibilities and Outputs

Operational Delivery

• Contribute to the delivery of one or more of the five operational activities listed above, managing cases in line with standard procedures, performance metrics and desired outcomes for the sector.
• Respond to queries from regulated heat networks and other external stakeholders to help them understand the new heat network regulatory requirements.
• Identify opportunities to improve processes, guidance and assistive materials provided to the sector, to help resolve sector queries pre-emptively.

Operational Design

• Contribute to the design of new operational activities, or the continuous improvement of existing ones, enhancing our capabilities to drive efficiency and good outcomes for the sector and other stakeholders.
• Engage with colleagues across the Heat Networks Directorate, including in Digital, Policy and Compliance teams, to understand how Operations can best support successful delivery of our regulatory duties.

Stakeholder Management

• Working collaboratively across team boundaries and engaging with key Ofgem functions to secure good outcomes to cases.
• Supporting the team’s work to build constructive stakeholder relationships with a view to improving outcomes for consumers.
• Supporting the team’s work in providing guidance to external stakeholders including heat network suppliers and operators, and ensuring it accurately reflects the policy developed by Ofgem and government.

Key Stakeholder Relationships

Internal

• Our Digital team, including User Researchers, Business Analysts and Service Developers.
• Our Policy team.
• Our Compliance team.
• Our Stakeholder Engagement team.
• Operational Leadership, predominantly at Team Manager and Head of Team level.

External

• Suppliers and operators of heat networks, as well as their trade associations.
• Consumer organisations such as Citizens Advice, Energy Ombudsman and Heat Trust

Person specification

Please ensure you demonstrate clearly within your personal statement, how you meet each of the criteria below (not more than 1250 words).

Essential Criteria:

• Experience of working autonomously in an operational delivery environment, ideally with a focus on servicing external clients, customers or stakeholders.
• Ability to build effective relationships with internal and external stakeholders.
• Ability to proactively organise, plan and schedule complex tasks, demonstrate problem solving skills, and deliver high quality outputs.
• Experience of working in a process and KPI driven environment.
• Ability to evaluate and draw conclusions from basic, structured datasets, using Microsoft Excel, Microsoft PowerBI or similar applications.

Desirable Criteria:

• Experience of working in a regulated sector either through consultancy, government, policy, regulatory or energy sector projects
• Experience of continuous improvement or process optimisation techniques.

Behaviours

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

• Communicating and Influencing
• Managing a Quality Service
• Changing and Improving
• 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).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 and desirable 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.

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

Please note this Post is NOT regulated by the Civil Service Commission.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

467725 - Operations Analyst Candidate Pack Opens in new window (pdf, 692kB)Role Profile - L1B Operations Analyst Opens in new window (pdf, 140kB)Terms and Conditions April 2025 Opens in new window (pdf, 366kB)