Operations Analyst - Heat Networks in Cardiff

Ofgem is Great Britain's independent energy regulator. Our mission is to protect energy consumers, especially those in vulnerable circumstances, by ensuring they are treated fairly and benefit from a cleaner, greener and more affordable energy system. As we prepare to take on regulation of the heat networks sector in 2026, we are expanding our Heat Networks directorate to support this ambitious and high‑profile programme. We are now seeking Heat Network Operations Analysts to join the directorate. These roles offer a unique opportunity to help design and deliver the operational framework for a brand‑new regulatory regime, supporting both consumer protection and market development as the sector grows.

As a Heat Network Operations Analyst, you will play a key role in building and delivering the services that enable thousands of heat network operators and suppliers to engage effectively with Ofgem. Initially you will contribute to designing and implementing operational processes, working closely with colleagues across policy, compliance and digital teams. Over time, you will focus on delivering high‑quality operational services that support compliance, transparency and positive outcomes for consumers. Your work will span a range of core operational activities, including registration, queries, monitoring, amendments and authorisation. You will manage cases in line with established processes and performance measures, respond to stakeholder queries about regulatory requirements and analyse structured data to support oversight and decision‑making. You will also identify opportunities to improve processes, guidance and user experience, helping to shape a service that is efficient, accessible and responsive.

Operational Delivery

• Contribute to the delivery of one or more of the five operational activities listed above, managing cases in line with standard procedures, performance metrics and desired outcomes for the sector.
• Respond to queries from regulated heat networks and other external stakeholders to help them understand the new heat network regulatory requirements.
• Identify opportunities to improve processes, guidance and assistive materials provided to the sector, to help resolve sector queries pre‑emptively.

Operational Design

• Contribute to the design of new operational activities, or the continuous improvement of existing ones, enhancing our capabilities to drive efficiency and good outcomes for the sector and other stakeholders.
• Engage with colleagues across the Heat Networks Directorate, including in Digital, Policy and Compliance teams, to understand how Operations can best support successful delivery of our regulatory duties.

Stakeholder Management

• Work collaboratively across team boundaries and engage with key Ofgem functions to secure good outcomes to cases.
• Support the team's work to build constructive stakeholder relationships with a view to improving outcomes for consumers.
• Provide guidance to external stakeholders including heat network suppliers and operators, ensuring it accurately reflects the policy developed by Ofgem and government.

Key Stakeholder Relationships

• Internal: Digital team (User Researchers, Business Analysts, Service Developers); Policy team; Compliance team; Stakeholder Engagement team; Operational Leadership (Team Manager and Head of Team level).
• External: Suppliers and operators of heat networks, trade associations, consumer organisations such as Citizens Advice, Energy Ombudsman and Heat Trust.

Person Specification

• Experience of working autonomously in an operational delivery environment, ideally with a focus on servicing external clients, customers or stakeholders.
• Ability to build effective relationships with internal and external stakeholders.
• Ability to proactively organise, plan and schedule complex tasks, demonstrate problem‑solving skills and deliver high‑quality outputs.
• Experience of working in a process and KPI driven environment.
• Ability to evaluate and draw conclusions from basic, structured datasets, using Microsoft Excel, Microsoft PowerBI or similar applications.

Desirable Criteria

• Experience of working in a regulated sector either through consultancy, government, policy, regulatory or energy sector projects.
• Experience of continuous improvement or process optimisation techniques.

Behaviours

• Communicating and Influencing
• Managing a Quality Service
• Changing and Improving
• Delivering at Pace

Benefits

• Alongside your salary of £26,694, OFGEM contributes £7,733 towards your membership of the Civil Service Defined Benefit Pension scheme.
• Hybrid working (currently one day a week in the office, under review) and flexible working hours are available.
• You will receive 30 days annual leave after 2 years of service.

Diversity and Inclusion

Ofgem is committed to an inclusive workplace and welcomes people from all backgrounds. We promote diversity and equal opportunities in all aspects of our work.