Associate – Licensing & Customer Enquiries

We have an excellent opportunity to join Ofwat’s growing Casework and Enforcement team as a Licensing & Customer Enquiries Associate.

The Casework and Enforcement team is the “front door” for many of the customers and stakeholders who contact Ofwat with enquiries or complaints about the sector or their water company. Where we have the legal powers to do so, we investigate and resolve customer disputes or water company failures. Additionally, the team assesses applications from companies wanting to be granted a licence to serve customers in the water sector. In deciding on these applications, we aim to ensure that customers can benefit from having a choice of provider, whilst being sufficiently protected for the provision of their water and wastewater services.

You will primarily work across our licensing activities, leading the assessment of licence applications we receive from companies wishing to operate in the water sector. However, subject to business need, you may also support with responding to customer enquiries and complaints.

Ofwat is dedicated to providing you with opportunities to further develop your knowledge and experience. We have a well-supported, agile working environment, and have a trust-based culture intended to help empower, enable, and support you to succeed.

You can find out more about why you should join Ofwat, our strategy, values and our framework for success in the attached Information for Candidates Pack.

Your responsibilities will involve:

• Leading on the processing and assessment of applications from companies wishing to be granted licences to operate in the water sector reviewing the evidence submitted against our legal and policy requirements.
• Being responsible for assessing and responding accurately and effectively to customer enquiries received by Ofwat, including contacts made to our Chief Executive and Chair.
• Making recommendations to senior decision-makers on the next steps in considering a licence application or customer enquiry.
• Proactively and independently planning, prioritising and managing various work items in parallel in order to provide a high quality service to customers and meet our service level timeframes.
• Working with internal and external stakeholders, including those from other professional disciplines (for example legal, engineering, communications), to gather and share information relevant to each other’s work.
• Maintaining accurate and up-to-date case / project files within our case management system.
• Working with colleagues to identify and consider trends, insights and lessons learnt from your day-to-day work, to feed into improvements in how Ofwat and water companies can better deliver for customers, society and the environment.
• Adapting and responding to changing workloads and priorities.

You will be proactive and have the ability to take ownership of the work your are responsible for, demonstrating Ofwat’s SAILOR values and ways of working.