Ofwat
We regulate the water sector in England and Wales, https://www.ofwat.gov.uk/jobs/make-a-splash/
Requirements of the role
We have an opportunity for a Customer Policy Analyst to join our Customer Policy Team within Casework, Enforcement & Customers Directorate. This role is based in the Customer Policy team within Ofwat’s Casework, Enforcement & Customers Directorate.
The Customer Policy team is central to understanding company customer service and support, and acting where we identify potential harm and poor service. This includes in relation to customers who need extra help, whether financially or non-financially, and customer who experience repeated poor service and/or failures. We work closely with teams across Ofwat to identify appropriate action to improve customer service and protect customers, including considering new regulatory tools, interventions, and enforcement action.
Our team works with a diverse range of stakeholders, including water companies, new entrants to the sector, customer groups and charities, Government, other regulators, and customers. Communicating effectively with our customers and internal and external stakeholders is central to our team’s success.
This senior associate in the policy profession is working across our customer policy and insights function. Our team, in CEC, leads Ofwat’s aspiration to transform companies’ performance with respect to customer service and support; and engagement with government and CCW on consumer matters. Recent examples of our work include developing guidance under condition G, the customer-focused licence condition; our assessment of companies’ sewer flooding customer service and support; engagement with Government on changes being considered to the consumer landscape; and research with CCW into customers’ experience of incidents such as supply interruptions.
Location
- Birmingham
- London
Contract type
- Full time
- Job share
- Loan
- Part time
- Permanent
- Secondment
Profession
- Analysis
- Customer support
- Energy
- Enforcement
- Policy
- Regulation
Working pattern
- Flexible working
- Hybrid
Closing Date
10/11/2026
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Customer Policy Analyst in Birmingham employer: UK Regulators' Network
The UK Regulators' Network in Birmingham is an exceptional employer, offering a dynamic work culture that prioritises collaboration and innovation. With a strong focus on employee growth, we provide ample opportunities for professional development and mentorship, ensuring that our team members are equipped to drive meaningful change. Our commitment to fostering a supportive environment makes us an attractive choice for those looking to make a significant impact in the regulatory landscape.
