People Operations Advisor

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.

Ofgem has a culture of inclusion that encourages, supports and celebrates the diverse voices and experiences of our colleagues. It fuels our innovation and helps ensure we can best represent the consumers and the communities we serve. Everyone is welcome - as an inclusive workplace, our employees are comfortable bringing their authentic selves to work.

Role Purpose

The People Operations Advisor supports the effective delivery of HR services across the employee lifecycle, acting as a key operational contact within the shared service centre. Reporting to the People Operations Manager, the role is responsible for managing more complex HR queries, ensuring compliance with policies and procedures and maintaining accurate employee data. The role supports continuous improvement initiatives and helps ensure a consistent, high-quality employee experience across all touchpoints. The role also provides line management and support to a team of People Operations Officers, ensuring delivery standards, capability and performance are maintained.

Job description

Key Accountabilities

• Deliver accurate and timely HR service across the employee lifecycle, managing complex transactions and queries to ensure compliance with policies, procedures and SLAs.

• Act as a key operational contact for HR queries, resolving issues effectively and escalating where necessary to maintain a positive employee experience.

• Maintain data integrity and governance across HR systems, supporting audits, reporting and system updates to enable accurate workforce information.

• Contribute to process improvement initiatives, identifying opportunities to streamline workflows and updating standard operating procedures to enhance efficiency.

• Collaborate with Senior People Partners and Service Enablement Hubs, providing operational support for projects and initiatives that improve service delivery.

• Line manage a team of People Operations Officers, overseeing workload allocation, performance and development to ensure consistent and high-quality service delivery.

Key Responsibilities

Service Delivery

• Process employee lifecycle transactions (e.g. onboarding, changes, exits) accurately and in line with SLAs.

• Ensure compliance with policies, procedures and data protection requirements.

• Data gathering and responding to Subject Access Requests and Freedom of Information Requests.

Query & Case Management

• Respond to and resolve more complex HR queries from employees and managers.

• Escalate issues appropriately and ensure timely follow-up and resolution.

Data & Systems Management

• Maintain accurate employee records in the HRIS and other systems

• Support data audits, reporting and system updates as required.

Process Improvement & Documentation

• Identify opportunities to streamline processes and improve service delivery.

• Maintain and update standard operating procedures.

Team Leadership

• Provide day-to-day management and support to People Operations Officers, including prioritisation of work and quality assurance of outputs.

• Support the development and capability of team members through coaching, guidance and feedback.

Person specification

Key Skills and Capabilities

• Strong understanding of employee lifecycle processes.

• Proficient in using HR systems (e.g. HRIS) and Microsoft Office.

• Excellent attention to detail and data accuracy.

• Confident handling complex queries and case management.

• Knowledge of HR policies, procedures and data protection (e.g. GDPR).

• Strong organisational and time management skills.

• Clear and professional communication skills.

• Proactive, adaptable and solution focused.

• Committed to continuous improvement and service excellence.

Essential Criteria

• Demonstrable experience operating in a fast‑paced HR operations or shared‑service environment, with the ability to independently manage workloads, interpret policy and provide consistent, high‑quality advice to employees and managers (Lead Criteria).

• In‑depth knowledge of end‑to‑end HR processes across the full employee lifecycle, including onboarding, contractual changes, payroll coordination, absence and performance management and organisational changes, with the ability to identify and raise risks and ensure adherence to policy and governance frameworks (Lead Criteria).

• Proficiency in HR systems, with the ability to analyse data, maintain high‑quality employee records and generate insights to support decision‑making, compliance and operational improvements.

• Proven capability in managing complex and sensitive HR queries, providing clear, well‑reasoned guidance, exercising sound judgement and escalating where appropriate. Experience advising managers on HR policies and employment legislation is essential.

• Experience supporting organisation‑wide or Corporate Services change initiatives, including contributing to new process design, testing and embedding new systems or ways of working and providing HR insight to ensure changes are effectively communicated, understood and adopted across the business. Ability to act as a subject‑matter conduit between HR, Corporate Services functions and operational teams during implementation.

• Demonstrable experience of line management, including setting objectives, managing performance, prioritising team workloads and supporting the development and capability of staff within an HR operations or shared services environment.

Behaviours

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

• Working Together
• Communicating and Influencing
• Delivering at Pace
• Managing a Quality Service

Benefits

Alongside your salary of £35,232, OFGEM contributes £10,206 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; up to 30 days annual leave. Excellent training and development opportunities. The opportunity to join the Civil Service pension arrangements which include a valuable range of benefits. Flexible working hours and family friendly policies. Restaurant and subsidise gym (London only). Interest free season ticket loan.

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.

Candidates are required to provide an anonymised CV and tailored supporting statement of no more than 1250 words. Please ensure your supporting statement is tailored and well evidenced against the essential criteria for the role. Candidates who do not provide a tailored application will not be invited to interview.

Due to high volumes of applications, we are only able to provide feedback at interview.

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

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

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 : P&EEvolve@ofgem.gov.uk
• Email : P&EEvolve@ofgem.gov.uk

Recruitment team

• Email : P&EEvolve@ofgem.gov.uk

Further information

If you feel your application has not been treated in accordance with the Civil Service Commission Recruitment Principles and you wish to make a complaint, you should email The Head of Talent Acquisition at: Recruitment@ofgem.gov.uk in the first instance. If you are not satisfied with the response you receive from the department, you can contact the Civil Service Commission. More detailed information can be found on the Civil Service Commission website.

Attachments

Terms and Conditions Apr25 Opens in new window (pdf, 335kB)Candidate Pack - People Operations Officer Opens in new window (pdf, 609kB)People Operations Advisor, Job Description Opens in new window (pdf, 113kB)