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For Companies At a Glance
- Tasks: Engage with customers via email and phone, resolving queries with empathy.
- Company: Ofgem is the UK's energy regulator, focused on consumer protection and a sustainable energy future.
- Benefits: Enjoy hybrid working, 30 days leave after 2 years, and a generous pension scheme.
- Why this job: Join a supportive team, develop your skills, and contribute to a net-zero energy system.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Roles available in Cardiff, Glasgow, or London; flexible hours and family-friendly policies.
The predicted salary is between 30000 - 42000 £ per year.
Overview
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Direct message the job poster from Ofgem
Successful candidates may be based in any of our office locations – Cardiff, Glasgow, or London, we are especially welcoming applications from people based in the Cardiff and Glasgow.
Hybrid working – on average, currently one day per week in the office, or approximately 20% of the month.
Job summary
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.
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.
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 this is kept under 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.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Customer Service
- Industries
- Government Administration
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Customer Service Officer employer: Ofgem
Contact Detail:
Ofgem Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Officer
✨Tip Number 1
Familiarise yourself with Ofgem's mission and values. Understanding their commitment to protecting energy consumers and promoting a net-zero energy system will help you align your responses during interviews, showcasing your enthusiasm for their goals.
✨Tip Number 2
Prepare to discuss your customer service experiences in detail. Think of specific examples where you've demonstrated empathy and problem-solving skills, as these are crucial for the role of a Customer Service Officer at Ofgem.
✨Tip Number 3
Network with current or former employees of Ofgem on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your interview.
✨Tip Number 4
Practice your communication skills, both verbal and written. Since the role involves responding to queries via email and phone, being articulate and clear will set you apart from other candidates.
We think you need these skills to ace Customer Service Officer
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Service Officer position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Customer Service Experience: Emphasise any previous customer service roles you have held. Provide specific examples of how you resolved customer queries, demonstrated empathy, and maintained a high level of responsiveness.
Highlight Communication Skills: Since good communication is crucial for this role, make sure to showcase your written and verbal communication skills in your CV and cover letter. Use clear and concise language, and consider including examples of successful interactions with customers.
Demonstrate Teamwork and Flexibility: Mention any experiences where you worked effectively in a team environment. Highlight your ability to adapt to changing situations and meet deadlines, as these are important traits for the Customer Service Officer role at Ofgem.
How to prepare for a job interview at Ofgem
✨Show Your Customer Service Experience
Make sure to highlight any previous experience you have in customer service roles. Be ready to share specific examples of how you've successfully resolved customer queries or complaints, as this will demonstrate your ability to handle similar situations at Ofgem.
✨Demonstrate Empathy and Understanding
Since the role requires a high level of empathy, prepare to discuss how you approach customer interactions with understanding. Think of instances where you went above and beyond to support a customer, as this will showcase your suitability for the position.
✨Prepare for Fast-Paced Scenarios
Given that the job involves working in a fast-paced environment, be prepared to discuss how you manage competing deadlines and stay organised. You might want to share techniques you use to prioritise tasks effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions about the team dynamics and training opportunities. This shows your interest in the role and helps you understand how you can contribute to the team's success at Ofgem.
