Engagement Analyst

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.

We are looking for Engagement Analysts to join our Enquiries & Engagement team within Delivery & Schemes (2 Permanent and 1 Fixed-Term Contract; 12 months). The team supports the delivery of a range of environmental and energy schemes and provides information and guidance to scheme participants, stakeholders and members of the public.

As an Engagement Analyst, you will play an important role in helping customers navigate our schemes and services. Acting as a key point of contact, you will respond to enquiries, provide accurate information and help resolve issues in line with established processes. You will contribute to delivering a professional, efficient and consistent service that supports positive outcomes for customers.

The role involves handling telephone and email enquiries, maintaining accurate records and supporting a variety of administrative processes. You will assess and process information, identify and escalate more complex issues where required and ensure enquiries are managed within agreed service standards.

Alongside day-to-day customer engagement, you will support the wider operational delivery of schemes by monitoring workloads, managing competing priorities and contributing to the achievement of team and organisational performance targets. You will be expected to apply sound judgement, attention to detail and a customer-focused approach when dealing with a broad range of enquiries.

You will work closely with colleagues across Ofgem, including operational, policy, legal, assurance and digital teams, helping to resolve issues, improve processes and support the delivery of high-quality services. There may also be opportunities to share knowledge with colleagues, support the onboarding of new team members and contribute to continuous improvement activities.

Strong communication skills, attention to detail and the ability to prioritise competing demands are all important in this position. You will build positive working relationships with both internal and external stakeholders and be comfortable adapting your communication style to different audiences.

This role would suit someone who enjoys working in a fast-paced environment, solving problems and delivering excellent customer service. Experience in a customer-focused, administrative or operational role, together with the ability to manage competing priorities, analyse information and work collaboratively as part of a team, would be advantageous.

Read on to find out more.

Key Responsibilities

• Dealing with enquiries on the phone and by email
• Liaising with teams within and outside of the hub to understand and prioritise workload
• Dealing with non-complicated complaints and requests or contacting relevant teams/people to manage complicated cases.
• Supporting all aspects of operations and scheme related work.
• Meeting the team’s Key Performance Indicator Targets
• Collaborate and provide support on issues across the team on an ad-hoc basis

Key Outputs and Deliverables

• To be the first point of contact for scheme participants and members of the public with queries about the scheme(s)
• To raise issues with internal teams and support them with operational needs
• To receive and handle enquiries, non-complex complaints, and requests for information
• To keep organised notes of issues handled in the event that they need to be reviewed
• To meet team KPI targets

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)

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). 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 answer 2 questions evidencing how you meet the essential skills and capabilities listed in the role profile, each of your answers is a max of 250 words (any words beyond this limit will be disregarded). Please ensure you demonstrate clearly, within these answers, how you meet each of the criteria. 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.