People Operations Advisor

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 support economic growth.

We're committed to creating a workplace where everyone feels valued, respected and able to bring their authentic self to work. We know that diverse experiences, perspectives and backgrounds strengthen our organisation and help us better serve consumers and communities across Great Britain.

We're seeking a skilled and motivated People Operations Advisor to join our People Centre. This is an exciting opportunity to play a key role within our People Operations function, delivering high-quality HR services and providing expert advice and guidance across the employee lifecycle.

Reporting to the People Operations Manager, you'll act as a key operational contact within our shared service environment, managing complex HR queries, maintaining high standards of data quality and compliance, and supporting continuous improvement initiatives. You'll also provide day-to-day leadership and support to a team of People Operations Officers, ensuring excellent service delivery and a positive employee experience.

Job description

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.

Person specification

Essential Criteria

• Demonstrable experience operating in a fast‑paced HR operations or shared‑service environment, with the ability to independently manage workloads, interpret policy and provide consistent, high‑quality advice to employees and managers (Lead Criteria).
• In‑depth knowledge of end‑to‑end HR processes across the full employee lifecycle, including onboarding, contractual changes, payroll coordination, absence and performance management and organisational changes, with the ability to identify and raise risks and ensure adherence to policy and governance frameworks (Lead Criteria).
• Proficiency in HR systems, with the ability to analyse data, maintain high‑quality employee records and generate insights to support decision‑making, compliance and operational improvements.
• Proven capability in managing complex and sensitive HR queries, providing clear, well‑reasoned guidance, exercising sound judgement and escalating where appropriate. Experience advising managers on HR policies and employment legislation is essential.
• Experience supporting organisation‑wide or Corporate Services change initiatives, including contributing to new process design, testing and embedding new systems or ways of working and providing HR insight to ensure changes are effectively communicated, understood and adopted across the business. Ability to act as a subject‑matter conduit between HR, Corporate Services functions and operational teams during implementation.
• Demonstrable experience of line management, including setting objectives, managing performance, prioritising team workloads and supporting the development and capability of staff within an HR operations or shared services environment.

Desirable Criteria

• CIPD qualified / working towards an equivalent qualification (or equivalent experience).
• Previous experience in a HR service delivery model.

#LI-DNI

Behaviours

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

• Working Together
• Communicating and Influencing
• Delivering at Pace
• Managing a Quality Service

Benefits

Alongside your salary of £35,232, OFGEM contributes £10,206 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 and Experience.

When you press the ‘Apply now’ button, 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 provide a 1250 word ‘personal statement’ evidencing how you meet the essential and desirable skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the criteria listed in the role profile. 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 conduc