Senior Casework Officer

*Office Location: Birmingham (B5 4UA) or London (E14 4HD) with hybrid working*

We are Ofwat, the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales. Our work has genuine significance no other organisation does the work we do. Its unique and meaningful: keeping our water flowing; ensuring water bills dont cost a penny more than needed; holding water companies to account. Come and work at the source of everyday life.

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.

• Provide a high-quality service to customers and stakeholders contacting Ofwat via phone, letter or email with enquiries or complaints.
• Lead the successful delivery of licence application assessments, complex complaints and small-scale investigations into customer disputes.
• Support continuous improvement in our ways of working.

To find more details about the role and deliverables please click Apply.

Below are some of the key essential experience, skills & knowledge required for this post:

• Significant experience of working directly with customers and external stakeholders to provide a frontline service.
• Experience of working under pressure, effectively planning, prioritising and managing a varied and changing workload to meet different, and often tight, deadlines, whilst ensuring quality standards.
• Experience of handling difficult conversations with and conveying complex information to customers, including vulnerable customers by phone and in writing.
• Experience of leading people (line management), fostering a respectful and supportive environment, motivating people and identifying and addressing performance concerns
• Responsibility for maintaining accurate and up-to-date records / project files, with exceptional attention to detail.
• Experience of gathering and assessing complex information to make evidence-based conclusions and recommendations.
• Strong stakeholder management skills, with the ability to work with internal and external stakeholders to gather and share information and to deliver a common objective.
• Experience of implementing improved ways of working

• Meaningful Impact: You will be joining a team with a sense of mission at its core aiming to build a lasting legacy for future generations by securing our long-term water resilience.
• Innovative Work Environment: We embrace agile and new ways of working and have a culture build on trust, flexibility, and collaboration.
• Development Opportunities: Gain valuable experience and develop your skills in a supportive and dynamic setting.
• Work-Life Balance: Enjoy the flexibility of working from home combined with the benefits of in person collaboration in our London or Birmingham offices.
• Fantastic employer pension contribution of nearly 30%.
• 25 days annual leave, increasing to 30 with each year of service, plus bank holidays and an extra 2.5 days of privilege leave.
• Access to exclusive discounts on a variety of goods and services, including retail outlets, theatre tickets, holidays, insurance, and a gym membership.
• Fees paid for membership of relevant professional bodies.
• Up to 3 volunteering days per year.
• Recognition vouchers scheme rewarding your hard work.
• Generous shared parental leave and pay supporting your family life.

Follow the link to Apply for full details about the role, please ensure you have submitted your Applications in full before the below deadline.

Closing date: 23.55 on 08 June 2025