Casework Senior Associate

1 week ago

Birmingham, United Kingdom UK Regulators' Network Full time

Requirements of the role We are Ofwat, the Water Services Regulation Authority, a non‑ministerial government department responsible for regulating the water sector in England and Wales. We have an opportunity for a Casework Senior Associate to join our Casework Team within Casework, Enforcement & Customers Directorate. The water sector is entering a new chapter. Following the Independent Water Commission’s final report, the UK government has set out a bold new direction – one that brings together expertise from across the sector to deliver better outcomes for customers and the environment. Ofwat will be working in collaboration with the government and other regulators to help establish a new body for England, combining our strengths with those of the Drinking Water Inspectorate, the Environment Agency, and Natural England. We’re also continuing to engage with the Welsh Government to support future decisions for Wales. While these changes take shape, our mission remains the same: to hold water companies to account, drive performance, and ensure the sector delivers real value for customers, communities, and the environment. If you’re passionate about making a difference, this is a unique moment to join us and help shape the future of water, and together we can continue to make a positive impact. 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. Job Description As a Senior Associate in the Casework team you will work across a number of our workstreams. You will respond to our more complex customer enquiries and complaints that Ofwat receives and lead and/or oversee small scale investigations, where we have legal powers to determine a dispute between a customer and their water company. You will also lead the assessment of licence applications we receive from companies wishing to operate in the water sector. You may also have responsibility for line managing staff. The successful candidate will have strong customer service and planning skills; be able to identify and assess relevant information to make evidence‑based recommendations; and be great at working with others to gather and share information clearly in writing or verbally. You will be responsible for managing a varied caseload of customer enquiries and complaints and licence applications. Alongside leading the delivery of pieces of work yourself, you will provide guidance and support to others in the team. You will be expected to take strong ownership of the work you are responsible for, demonstrating Ofwat’s SAILOR values and ways of working. Ofwat is a learning organisation and you will have 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 you and enable and support you to succeed within Ofwat. Location: Birmingham, London Contract type: Full time, Loan, Permanent, Secondment Profession: Associate, Case workers Working pattern: Flexible working, Hybrid Closing Date: 10/12/2025 #J-18808-Ljbffr

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