Engagement Analyst

Ofgem is seeking Engagement Analysts to join their Enquiries & Engagement team within Delivery & Schemes. As an Engagement Analyst, you will play a crucial role in helping customers navigate their schemes and services. Acting as a key point of contact, you will respond to enquiries, provide accurate information, and help resolve issues in line with established processes.

The role involves handling telephone and email enquiries, maintaining accurate records, and supporting various administrative processes. You will assess and process information, identify and escalate complex issues where required, and ensure enquiries are managed within agreed service standards.

Alongside day-to-day customer engagement, you will support the wider operational delivery of schemes by monitoring workloads, managing competing priorities, and contributing to the achievement of team and organisational performance targets.

Key Responsibilities:

• Deal with enquiries on the phone and by email
• Liaise with teams within and outside of the hub to understand and prioritise workload
• Handle non-complicated complaints and requests or contact relevant teams/people to manage complicated cases
• Support all aspects of operations and scheme-related work
• Meet the team’s Key Performance Indicator Targets
• Collaborate and provide support on issues across the team on an ad-hoc basis

Key Outputs and Deliverables:

• Be the first point of contact for scheme participants and members of the public with queries about the scheme(s)
• Raise issues with internal teams and support them with operational needs
• Receive and handle enquiries, non-complex complaints, and requests for information
• Keep organised notes of issues handled in case they need to be reviewed
• Meet team KPI targets

Person Specification: Essential Criteria:

• Experience of working in a customer-focused environment with an understanding of customer journeys and the ability to problem-solve
• Excellent written and verbal communication skills with great attention to detail
• Ability to organise and prioritise a shifting workload
• Good team player and ability to work under own initiative
• IT literate, including Microsoft Office suite (Outlook, Word, and Excel)

Desirable Criteria:

• Previous complaint and enquiry handling experience responding in both written and verbal communication

Benefits:

• Salary of £26,694 - £33,936 per year
• Contribution of £7,733 towards membership of the Civil Service Defined Benefit Pension scheme
• 30 days annual leave after 2 years
• Excellent training and development opportunities
• Hybrid working (currently 1 day a week in the office)
• Flexible working hours and family-friendly policies