Case Reviewer

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 are now seeking a Case Reviewer to work in the Operations portfolio within Delivery & Schemes. This is an opportunity to contribute to the integrity of Ofgem’s scheme operations, helping ensure our controls, processes and activities uphold high standards of accuracy, transparency and compliance.

In this role, you will support delivery across a range of operational and assurance functions. You will help identify and investigate suspected fraud or error, monitor the performance of renewable schemes, and support the delivery of audit and risk management activities. You will also handle applications and amendments, coordinate case reviews and help ensure payments to scheme participants are delivered accurately and on time. Your work will play a key role in safeguarding the quality and robustness of our processes, helping us deliver positive outcomes for consumers.

You will collaborate closely with colleagues across Operations, Policy and Assurance to help ensure scheme delivery is consistent, proportionate and well evidenced. Strong communication and organisational skills will be essential as you manage enquiries, gather information and contribute to outputs that support decision making.

A proactive and curious mindset will be valuable in this role. You will help review and refine procedures, identify opportunities to strengthen controls and support the continual improvement of our assurance approach as our schemes develop. Your ability to navigate complex information, explain risks clearly and prioritise effectively will contribute directly to the quality and credibility of our delivery work.

You will work as part of a supportive analytical and operational community, benefiting from strong peer networks, opportunities for professional development and exposure to a wide range of scheme activities. As the Assurance Hub evolves, you will have the chance to contribute to cross‑cutting work where your skills and insights can add value.

Please note, this role is being recruited into Ofgem. During 2027, it is expected that this role will move department as part of the Warm Homes Plan. The home department or organisation is expected to be confirmed during 2026. The move between departments will be managed in line with the relevant staff transfer regulations.

Job description

Key Responsibilities

Specific responsibilities will vary depending on the role and team in which you will be placed in, but are likely to include:

• Contributing towards the administration of the environmental schemes and achievement of key performance indicators
• Updating, developing, documenting, and 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
• Contributing to compliance or enforcement activity in relation to energy suppliers, scheme participants and other regulated companies, producing high quality, timely, and robust analysis of potential issues
• Making evidence-based recommendations: identifying & escalating key issues as well as assisting in the management of risk and identifying instances of potential fraud and non-compliance.
• Engaging with internal and external stakeholders to gather and document intelligence on compliance to inform casework, including engaging with whistle-blowers when relevant.
• 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

Specific responsibilities will vary depending on the role and team in which you will be placed in, but are likely to include:

• Deliver targeted number of cases as agreed with your manager
• Ensure casework for the scheme(s) are accurately assessed against the eligibility criteria, within set timeframes
• Review information provided from scheme participants and energy suppliers
• Communicate with scheme participants and suppliers 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 to management as needed

Person specification

Essential Criteria:

• The ability to work in a self-directed manner to a high quality, collecting, analysing and processing detailed information and evidence to make well support decisions and recommendations [LEAD Criteria]
• Ability to follow processes accurately and efficiently, demonstrating strong organisational and time management skills to ensure responsibilities are delivered in line with agreed KPIs.
• Excellent written and communication skills, effectively communicate complex issues to non-expert audiences.

Behaviours

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

• Communicating and Influencing
• 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