Engagement Analyst

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.

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.

Job description

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

Person specification

Role Criteria

In the event of receiving a large number of applications, an initial sift may take place on just the lead criteria indicated below:

Essential Criteria:

• Experience of working in a customer-focused environment with an understanding of customer journeys and an ability to problem solve. (LEAD)
• Excellent written and verbal communication skills with a great attention to detail
• Ability to organise and prioritise a shifting workload
• Good team player and ability to work under own initiative
• IT literate including Microsoft Office suit (Outlook, Word and Excel)

Desirable Criteria:

• Previous complaint and enquiry handling experience responding in both written and verbal communication

Behaviours

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

• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service
• 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). 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