Head of Enquiries

2 weeks ago

Glasgow, United Kingdom Ofgem Full time

As the UK’s regulator for the energy industry, Ofgem works on behalf of energy consumers to ensure that every household in the UK can rely on a safe and environmentally sustainable energy supply.

The Operational Delivery Profession provides operational excellence across all aspects of service delivery and business support. The profession helps Ofgem deliver its priorities by administering efficient and trusted services designed around user need; controlling and managing operational risk; providing assurance; and delivering improved outcomes for the customers, stakeholders and colleagues we support. As part of the Operational Delivery profession, you will be part of the team that are all playing their own role towards achieving this collective goal.

This is a fantastic opportunity which involves running and managing the teams that are the front line for scheme participants and consumers across Ofgem. You’ll find this role varied and challenging, but extremely rewarding and you will be interreacting with all areas across Ofgem. You’ll have significant involvement in your team’s professional development, and you’ll be responsible for building diverse, flexible, multi-disciplinary teams.

You’ll already have experience in leading a number of high performing customer facing teams. Along with experience of delivering results and promoting development by leading, energising and inspiring others. A strategic decision-making is important along with the ability to work iteratively.

If you are an excellent communicator who puts customers first in everything you do, and can deliver quality services across the board, and you are looking to be part of a team that is making a difference to the lives of others, then we want to hear from you.

Ofgem offers incredibly flexible and hybrid working practices, enabling you to manage your work/life balance successfully and ensuring you can give your all to all aspects of your life.

**Job description**

Ofgem works on behalf of energy consumers to ensure that every household and business in the UK can rely on a safe, affordable and environmentally sustainable energy supply. We are playing a vital part in accelerating the transition to Net Zero and a carbon neutral energy system - a goal that everyone wants to achieve. Whatever your role, you’ll be playing your part in creating new energy solutions that are great for consumers and great for the environment.

Ofgem has a culture of inclusion that encourages, supports, and celebrates the diverse voices of our colleagues. It fuels our innovation and connects us closer to the consumers and the communities we serve. Everyone is welcome—as an inclusive workplace, our employees are comfortable bringing their authentic selves to work.
- Lead a group of multi-disciplinary teams in the context of operating in a Professions and Flexible Resourcing model.
- Plan, oversee and deliver a significant programme of work on time, on budget and to a high standard through effective management and support of multiple teams.
- Demonstrate exceptional inclusive people and enterprise leadership, ongoing professional development and commitment to Ofgem values.

**Key Responsibilities**

**Delivery of a significant programme of work, and managing and co-ordinating successful outcomes across teams, Ofgem and Professions**
- Develops, plans and delivers work outcomes, including clear and transparent work objectives, milestones and success metrics.
- Accountable for agreeing and delivering on budget and resource
- Responsible for building diverse, flexible, multi-disciplinary teams to deliver work including effective scoping of work, setting of clear responsibilities for all team members and providing team members with support to deliver against objectives.
- Encourage and supports development of colleagues within professions and
- Provides regular, fair and timely feedback to the Professions Office for relevant team members during their work assignment /deployment.
- Jointly responsible with the PDL on welfare and pastoral care of all
- Effectively demonstrates appropriate diversity and inclusive approaches within their team and the wider organisation.

**Key Outputs and Deliverables**
- Championing excellent customer service, developing, leading and maintaining collaborative work processes that put the client first driving continuous improvements to the underpinning processes to deliver efficiencies
- Oversight of knowledge banks to ensure teams have access to the relevant information needed to provide a high-quality information and advice service.
- Drive internal engagement and collaborate across the organisation to establish a culture of information sharing with the information and advice team.
- Build capability within the team and manage a quality framework to support team members in delivering a consistent client experience
- Authority to make key decisions, delegating, escalating and reviewing as
- Give direction on complex cases, e

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