Customer Service Advisor

Ofgem exists to ensure a safe and sustainable energy supply to the households and businesses of Great Britain. As the industry regulator, we promote the highest standards of customer care and work with industry partners to ensure that our energy system and supporting infrastructure is safe, resilient and sustainable.

If you choose to be part of our team you can expect plenty of opportunity to develop your knowledge and experience, with the professional support you need to reach your full potential. We now have a range of roles available across a range of schemes.

It’s important that you enjoy working in a fast-paced environment, and that you can bring good attention to detail to ensure agreed processes and requirements are met.

Good communication skills, in writing and in person, together with the ability to coordinate your work to meet competing deadlines will be key. It’s also essential that you can work well in a team environment, taking a flexible approach to meeting shared objectives. Excellent customer service is at the core of this job, so you’ll already have some practical experience in a customer focused setting.

You can come from any background as long as you have transferable skills and you will be joining a supportive and fun team. This will be a Monday to Friday working pattern so no weekends or evening hours involved. We work hybridly, only a minimum of one day per week in the office, but the choice is yours if you wish to increase your office days. You will receive Civil Service pension and a full array of benefits including working in a newly renovated, high tech city centre office and receive full on the job training and support in your career.

Key Responsibilities

• Liaising with teams within and outside of the hub to understand and prioritise workload
• Dealing with enquiries on the phone and by email
• Dealing with non-complicated complaints and requests or contacting relevant teams and people to manage complicated cases
• Supporting all aspects of operations and scheme related work
• Meeting the team’s Key Performance Indicator targets

Key Outputs and Deliverables

• To liaise with internal teams and support them in understanding operational needs and what is required from them to support relevant work
• To be the first point for contact for scheme participants
• To receive and handle enquiries, complaints, and requests for information
• To keep organised notes of issues they have handled in case they need to be reviewed
• To meet team KPI targets

Key Stakeholder Relationships

Internal

Operations, Assurance, Legal, Policy, Change and IT

External

Scheme participants and external regulatory bodies

To be considered for this opportunity, please submit an application via Civil Service Jobs webpage following this link - https://bit.ly/3knTtCu

We are hosting a virtual recruitment event on Tuesday 28th of February from 12noon – 1pm. This event will be a great opportunity for you to learn more about this role and you will also have the opportunity to ask questions of the panel. To register for free tickets, please follow this link: https://www.eventbrite.co.uk/e/ofgem-enquiries-and-engagement-team-recruitment-event-tickets-552604935237

Job Types: Full-time, Permanent

Salary: £20,971.00-£23,449.00 per year

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Glasgow, G1 1NY

Application deadline: 13/03/2023
Reference ID: 272300