Senior Customer Service Advisor

2 weeks ago

London, United Kingdom OFGEM Full time

**Details**:
**Reference number**:

- 346994**Salary**:

- £24,623 - £33,936- National: £24,623 - £30,850 London: £27,038 - £33,936- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer- Level 1b**Contract type**:

- Permanent
- Fixed term**Length of employment**:

- 9 months**Business area**:

- OFGEM - Eserve**Type of role**:

- Administration / Corporate Support
- Contact Centre
- Operational Delivery**Working pattern**:

- Flexible working, Full-time**Number of jobs available**:

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Cardiff, Glasgow, LondonAbout the job

**Job summary**:
Ofgem is driving renewable energy across Great Britain, creating an energy system fit for the future whilst ensuring customers are protected through this transition as we all drive towards net zero. 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. The Operational Delivery profession provides excellent exposure to all areas of Ofgem.

**Job description**:
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 both meet 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.

***Key Responsibilities**
- Liaising with teams within and outside of the hub to understand and priorities workload.
- Dealing with non-complicated complaints and requests or contacting relevant teams/people to manage complicated cases.
- Supporting all aspects of operations and scheme related work.
- Meeting the team’s Key Performance Indicator targets.
- Collaborate and provide support on issues across the team on an ad-hoc basis.

**Key Outputs and Deliverables**
- To be the first point of contact for scheme participants and members of the public with queries about the scheme(s).
- To raise issues with internal teams and support them with operational needs.
- To receive and handle enquiries, non-complex complaints, and requests for information.
- To keep organised notes of issues handled in the event that they need to be reviewed.
- To meet team KPI targets.

**Key Stakeholder Relationships**

**External **-** **Scheme participants, certification bodies.

**Internal**_ - _Operations, Assurance, Legal, Policy, Change and IT.

LI-AD1

**Person specification**:
The essential criteria for this role is:

- Ability to organise and prioritise a shifting workload.
- Good team player and ability to work under own initiative.

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

- Making Effective Decisions
- Communicating and Influencing
- Managing a Quality Service
- Delivering at Pace

**Technical skills**:
We'll assess you against these technical skills during the selection process:
**Benefits**:

- Alongside your salary of £24,623, OFGEM contributes £6,331 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- 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 is in 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

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Ability, Experience and Technical skills.Feedback will only be provided if you attend an interview or assessment.**Security**:
- People working with government assets must complete baseline personnel security standard (opens in new window) checks.**Nationality requirements**:
This job is broadly open to the following groups:

- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled o

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