People Operations Officer

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.

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.

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 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.