Customer Service Officer

Requirements of the role

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 now have opportunities available for enthusiastic customer service professionals who are motivated by the opportunity to work on a range of high profile schemes. Typically, you’ll be answering emails and resolving queries and throughout it’s important that you are highly responsive, customer focused and can demonstrate empathy and understanding. You’ll be part of a highly supportive team, working with experienced colleagues who will encourage your professional development.

Job description
Delivery and Schemes is the delivery arm of Ofgem, the regulator of Britain’s gas and electricity markets and is helping to shape the future of the energy market – delivering better energy efficiency through renewable energy sources and protecting the interests of energy consumers.

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 within our ECO Helpline team for well organised and customer focused individuals.

This role will see you acting as the first point of contact for members of the public with queries related to the Government’s response to ECO and GBIS measures. You will deal with these queries both over the phone and via email and will be expected to carry out all relevant administration tasks to a high standard. You will also be required to actively support your peers and colleagues in order to get the best outcome for the team. In time this will include supporting the training of new starters.

Excellent customer service is at the core of this job, so you’ll already have some practical experience in a customer focused setting. Good communication skills – in writing and in person – together with a keen attention to detail will be key. It’s important that you enjoy working in a fast-paced environment and have an ability to co-ordinate your work to meet both competing deadlines and ensure all agreed processes and requirements are met. It’s also essential that you can work well in a team environment and take a flexible approach to meeting shared objectives.

Please note this role will be known internally as Engagement Analyst.

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