Case Reviewer (Glasgow)

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.

We have opportunities to join our Operational Delivery Profession where you will be responsible for a wide range of duties. The opportunities available are a great starting point for those who are looking for their first step into a career within the Energy sector, Ofgem and of course other areas within the Civil Service. You’ll be working alongside an experienced and supportive line manager and full training will be provided. The Operations Delivery profession pride themselves on being a friendly and collaborative profession who will be there to help and support you through your Ofgem journey.

To be successful in this role you will be a detail-oriented individual who excels in making well-supported decisions. Having good organisational skills will enable you to prioritise your workload effectively. You’ll also need to show that you can successfully establish positive working relationships with different colleagues across Ofgem and our external partners.

Please note this role has been advertised as Case Reviewer but is known internally as Operations Analyst.

Interviews for this campaign will be held in person in our Glasgow office.

Join us at our recruitment open event on 5th August where you can find out more about this role and put your questions to our panel. https://buytickets.at/ofgem/2328100

Job description

The Operational Delivery Team, (who are members of the cross government Profession) deliver operational excellence across all aspects of service delivery and business support, helping Ofgem to deliver its priorities by administering efficient and trusted services. The post holder will be part of the Operations Team, within Ofgem’s Delivery and Schemes directorate, the part of Ofgem that focusses on the delivery and administration of Environmental and Social schemes. There may also be opportunities for deployment to other areas in the future.

Ofgem plays a crucial role in ensuring that the energy markets work in the interest of consumers, both now and in the future. The Operations Analyst role provides an exciting opportunity to support Ofgem, as we work to protect energy consumers, especially vulnerable people, by ensuring they are treated fairly and benefit from a cleaner, greener environment. Ofgem is a supportive and inclusive organisation, where we understand we are better and stronger, the more diverse we are.

Operations Analysts will work to help deliver the team and portfolio objectives and they will work in one of the above areas or a combination of them.

Key Responsibilities

• Contributing towards the administration of the environmental schemes and achievement of key performance indicators;
• Identifying continuous improvement opportunities for streamlining business procedures to ensure robust and efficient processes;
• Ability to build good relationships and credibility with a range of colleagues and external business contacts;
• Identify instances of potential fraud and non-compliance and make recommendations to management and relevant teams;
• Liaising with teams within and outside of their own direct team to understand and prioritise workload;
• Initiate and respond to communication/enquiries from external stakeholders through telephone and emails;
• Effective and confident use of Microsoft Office suite – most specifically Outlook and Excel; and
• Any other reasonable tasks within the scope of the grade and role as required.

Key Outputs and Deliverables

• Deliver targeted number of cases as agreed with your manager;
• Working independently planning and co-ordinating delivery of your own work on occasion;
• Ensure individual cases are accurately assessed against the eligibility/validation criteria, within set timeframes;
• Review information and data from a wide variety of sources, to support your decision-making;
• Communicate appropriately with scheme applicants and participants by phone and email;
• Provide support on related issues across the team on an ad-hoc basis, including in relation to individual projects across the team;
• Provide information and data to management as needed.

Person specification

Essential Criteria:

• Ability to work independently, applying attention to detail when reviewing data and documentation, and drawing on information from multiple sources to support well-informed, evidence-based decisions. (LEAD)
• Ability to follow processes accurately and efficiently, demonstrating strong organisational and time management skills to ensure responsibilities are delivered in line with agreed KPIs.
• Strong communication skills, both written and verbal, with the ability to handle enquiries professionally via phone and email

Behaviours

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

• 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