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Job summary

Join Ofgem, Great Britain’s independent energy regulator, and play a key leadership role in delivering high-quality operational services that support consumers and the transition to a cleaner, more secure energy system. Leading multidisciplinary teams, you will drive operational excellence, ensure robust governance, risk management and performance frameworks, and champion exceptional customer service. You will set clear objectives, manage resources effectively, and work collaboratively across teams and stakeholders to deliver strategic outcomes. As a people leader, you will foster an inclusive, supportive culture where colleagues can thrive, providing coaching, mentoring and professional development opportunities. You will also oversee service performance, business planning, and the successful delivery of projects and initiatives, ensuring operational processes are efficient, compliant and customer-focused. This is an exciting opportunity for an experienced leader who can build high-performing teams, manage competing priorities, and drive continuous improvement while supporting Ofgem’s mission to protect consumers and enable a net-zero energy future.

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.

Please note, this role is being recruited to in Ofgem. During 2027, it is expected that this role will move department as part of the Warm Homes Plan. The home department or organisation will be confirmed during 2026. The move between departments will be managed via the Cabinet Office Statement of Practice (COSoP) for staff transfers in the public sector or TUPE legislation where applicable.

Come along to our recruitment open event where you can meet the team, explore what a Operations Manager at Ofgem does and get the top tips for your application. This is a free to attend event with a Q&A section for you to ask any questions you may have.

https://buytickets.at/ofgem/2322605

Job description

Key Responsibilities

Delivery of set of team deliverables, and managing and co-ordinating successful outcomes across team members and collaborating teams

• Sets clear and transparent work objectives, milestones and success metrics at team and individual level to oversee and co-ordinate successful team outcomes.
• Collaborates closely with other teams to manage interdependencies, risks and resourcing to support portfolio delivery.
• Expectation to undertake PDL responsibilities, including mentoring and coaching staff on personal and professional development in line with the professional standards and behavioural framework for their profession
• Demonstrates effective diversity and inclusive team management within their team and the wider organisation.
• Ensure operational processes, controls and assurance activities deliver accurate, consistent and compliant outcomes, minimising customer detriment and operational risk
• Input into strategic management plans and delivery to support implementation of Portfolio and Directorate strategic objectives
• Accountable for ensuring risk management and assurance activities are embedded within everyday operational delivery and strategic decision-making.

Key Outputs and Deliverables

• Establish, develop, and lead effective team(s) centred on delivering high quality services to customers and/or external service users.
• Engage with external parties/relevant third parties through industry forums as well as internal colleagues in support of Ofgem activity in which may include the regulatory compliance, enforcement, and licensing teams.
• Drive excellent customer service at a senior level, develop, lead and maintain collaborative work processes that put the customer first.
• Ensure that there is robust project and programme management of new initiatives, and that robust risk management and assurance processes are fully embedded.
• Develop operational performance measures, service standards and business plans in collaboration with other senior leaders, service users and agreed with funding partners (where appropriate). Implement and maintain effective monitoring and review of the team(s)’ performance against these measures.

Setting-up and leading high-performing team based on effective resource management, ongoing support and professional development.

• Manage effective and inclusive team resourcing and staff onboarding through close engagement with relevant Deputy Director, Workstream Managers, Heads of Professions, PDLs and HR Staffers to ensure best talent matches work needs.
• Help team members deliver by building supportive, inclusive team environment based on trust-based relationships, transparency and inclusivity.
• Ensure effective prioritisation and use of people & resources including effective budgetary controls as appropriate including effective decisions.

Person specification

Essential Criteria:

• Solid expertise/capability in professional specialism, as demonstrated by proven record of high performance and substantial achievements in past positions (LEAD).
• Proven aptitude for leadership, e.g., through formal or informal management of others (LEAD).
• Managing and developing multi-functional teams. Experience leading in a target driven environment, supporting and developing individuals and teams to deliver high standards of service delivery.
• Track record in the public or private sector leading and delivering operations function whilst managing risk.
• Experience of working with external stakeholders.
• Delivering significant projects.

Desirable Criteria:

• Accountable for agreeing, managing, and delivering budget and resource requirements.
• Experience working within the energy sector or similar.

Behaviours

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

• Making Effective Decisions
• Delivering at Pace
• Developing Self and Others
• Managing a Quality Service

Technical skills

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

• You will be asked to deliver a presentation at interview stage. Details of the presentation will be provided in the invitation to interview.

Benefits

Alongside your salary of £52,397, OFGEM contributes £15,179 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, Experience and Technical skills.

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.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. You must ensure that any evidence submitted as part of your application or used during interview, including your CV and any statements or examples, are truthful and factually accurate. Ofgem takes any incidences of cheating very seriously. Please ensure all examples provided are of your own experience. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant applications will be withdrawn from the process. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.

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

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].

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 : Lucy Dowding
• Email : recruitment@ofgem.gov.uk

Recruitment team

• Email : recruitment@ofgem.gov.uk

Online test instructions

The test you are due to take is not timed and you can complete it at your own pace.

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

Role Profile_472508 Operations Manager (Delivery and Schemes) Opens in new window (pdf, 183kB)Terms and Conditions Apr25 Opens in new window (pdf, 335kB)Candidate Pack 472508 Operations Manager (Delivery and Schemes) Opens in new window (pdf, 696kB)