Engagement Analyst (Complaints)

Ofgem plays a central role as the administrator of a number of Government environmental and social programmes. This includes assessing applications, authorising payments, and supporting participants through enquiries and engagement. As part of Delivery & Schemes, you will contribute directly to delivering these critical services.

We are recruiting an Engagement Analyst (Complaints) to support the management of complaints and disputes across our schemes. This is an excellent opportunity for someone looking to build experience in a customer-focused, operational environment, working within a supportive team and developing strong analytical and communication skills.

In this role, you will triage complaints and ensure they are allocated to the appropriate teams, following established procedures and meeting required timescales. You will communicate with current and potential participants in a clear and professional manner, accurately logging complaints and disputes while ensuring data is recorded effectively. You will also support the continuous improvement of processes by suggesting enhancements to standard operating procedures and identifying cases that may require escalation to Fraud, Compliance or Audit teams.

You will play a key role in ensuring complaints and disputes are managed efficiently, including acknowledging and assigning cases, collating information to support investigations, and reviewing information provided by applicants. The role involves engaging with customers, consultants and stakeholders via phone and email, as well as providing wider support across the team on an ad hoc basis.

This position requires strong attention to detail, the ability to follow processes, and a proactive approach to teamwork. You will work with a range of internal stakeholders, including senior management, IT, and specialist teams, as well as external stakeholders such as applicants, consultants, and trade associations.

Ofgem is committed to creating an inclusive and supportive working environment and encourages applications from all backgrounds.

Read on to find out more.

Essential:

• Experience of handling queries, issues or complaints, with the ability to follow processes and contribute to meeting service standards or targets. (LEAD)
• Experience of working in a customer-focused environment, with a strong track record of delivering high-quality service.
• Excellent written and verbal communication skills, with strong numerical and/or data analysis capability and attention to detail.
• Demonstrable experience of working effectively as part of a team, contributing to shared objectives and outcomes.

Desirable:

• IT literate including Microsoft Office (Outlook, Word and Excel)