Senior Customer Advisor - Glasgow, United Kingdom - OFGEM

OFGEM

Verified Company

Glasgow, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Details:

Reference number:

Salary:

- £23,450 - £29,381- £23,450 - £29,381
Job grade:

Executive Officer
Level 1b
Contract type:
Permanent
Business area:
OFGEM
Eserve
Type of role:
Administration / Corporate Support
Contact Centre
Operational Delivery
Working pattern:
Flexible working, Fulltime
Number of jobs available:
1Contents

Location

About the job

Benefits:

Things you need to know

Location

GlasgowAbout the job

Job summary:

Ofgem is driving renewable energy across Great Britain, creating an energy system fit for the future whilst ensuring customers are protected through this transition as we all drive towards net zero.

As part of the Operational Delivery profession, you will be part of the team that are all playing their own role towards achieving this collective goal.

The Operational Delivery profession provides excellent exposure to all areas of Ofgem.

Job description:

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 both meet 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.

Key Responsibilities

Liaising with teams within and outside of the hub to understand and priorities workload.
Dealing with noncomplicated complaints and requests or contacting relevant teams/people to manage complicated cases.
Supporting all aspects of operations and scheme related work.
Meeting the team's Key Performance Indicator targets.
Collaborate and provide support on issues across the team on an adhoc basis.

Key Outputs and Deliverables

To be the first point of contact for scheme participants and members of the public with queries about the scheme(s).
To raise issues with internal teams and support them with operational needs.
To receive and handle enquiries, noncomplex complaints, and requests for information.
To keep organised notes of issues handled in the event that they need to be reviewed.
To meet team KPI targets.

Key Stakeholder Relationships

External -
Scheme participants, certification bodies.

Internal_ - _Operations, Assurance, Legal, Policy, Change and IT.

LI-AD1

Person specification:

The essential criteria for this role is:

Ability to organise and prioritise a shifting workload.
Good team player and ability to work under own initiative.

Behaviours:

We'll assess you against these behaviours during the selection process:

Communicating and Influencing
Making Effective Decisions
Managing a Quality Service
Delivering at Pace

Technical skills:

We'll assess you against these technical skills during the selection process:

Benefits:

Ofgem can offer you a comprehensive and competitive benefits package which includes; up to 30 days annual leave. Excellent training and development opportunities. The opportunity to join the Civil Service pension arrangements which include a valuable range of benefits. Flexible working hours and family friendly policies. Restaurant and subsidise gym (London only). Interest free season ticket loan.

Things you need to know

Selection process details:

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Ability, Experience and Technical skills.

Feedback will only be provided if you attend an interview or assessment.

Security:

People working with government assets must complete baseline personnel security standard (opens in new window) checks

Nationality requirements:

This job is broadly open to the following groups:

UK nationals

- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements (opens in a new window)
Working for the Civil Service:

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
This vacancy is part of the Great Place to Work for Vete