Senior Customer Service Advisor at OFGEM | Jobs in UK

Opportunity is now available for an enthusiastic customer service professional who is willing to work on a range of high profile schemes as a Senior Customer Service Advisor. Typically, you will be answering emails and resolving queries and throughout it is important that you are highly responsive, customer focused and can demonstrate empathy and understanding. You will be part of a highly supportive team, working with experienced colleagues who will encourage your professional development.

As a Senior Customer Service Advisor, you will be acting as the first point of contact for members of the public, answering inbound telephone calls and emails with questions about our schemes – this may be existing scheme participants or those who are interested in knowing more. You will be expected to carry out all relevant tasks to a high standard and actively support your peers and colleagues to get the best outcome for the team. The role will eventually include supporting the training of new starters.

Duties and Responsibilities

  • Dealing with enquiries on the phone and by email.
  • Collaborate and provide support on issues across the team on an ad-hoc basis.
  • Liaising with teams within and outside of the hub to understand and priorities workload.
  • Supporting all aspects of operations and scheme related work.
  • Dealing with non-complicated complaints and requests or contacting relevant teams/people to manage complicated cases.
  • Meeting the team’s Key Performance Indicator targets.

Essential Criteria for the Role of Senior Customer Service Advisor

You will be assessed on the following:

  • Ability to organise and prioritise a shifting workload.
  • Good team player and ability to work under own initiative
  • Making Effective Decisions
  • Communicating and Influencing
  • Managing a Quality Service
  • Delivering at Pace

Job Benefits

  • Salary of £24,623
  • OFGEM will contribute £6,331 towards you being a member of the Civil Service Defined Benefit Pension scheme
  • 30 days annual leave after 2 years
  • Excellent training and development opportunities
  • 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 is in review), flexible working hours and family friendly policies.

Apply for the UK Government Business Grants 2024.

Nationality Requirements

This job is broadly open to the following groups:

  • UK nationals
  • Nationals of the Republic of Ireland
  • Nationals of Commonwealth countries who have the right to work in the UK
  • Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
  • Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • Individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service.

Application Procedure

  1. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Ability, Experience and Technical skills.
  2. When you press the ‘Apply now’ button, you will be asked to complete personal details (not seen by the sift panel), your career history and qualifications.
  3. You will then be asked two application questions evidencing how you meet the essential skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within answers, how you meet each of the essential skills and capabilities. Please note, the word count is 250 words per answer.
  4. Apply before 11:55 pm on Monday 8th April 2024.


Note that feedback will only be provided if you attend an interview or assessment.


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