Engagement Assistant Manager, Open to flexible working
Ofgem works on behalf of energy consumers to ensure that every household and business in the UK can rely on a safe, affordable and environmentally sustainable energy supply.
E-Serve is our delivery arm, and manages a number of high profile environmental programmes that support our commitment to creating a net zero energy supply. Our flexible working career opportunities are incredibly varied, so we are committed to recruiting talented people from a diverse range of professional and personal backgrounds – bringing different perspectives and experiences to our work.
This is a great opportunity for someone who is passionate about delivering great customer service. As part of our Enquiries team, you’ll be the first point of contact for energy consumers who have questions about our policies and functions. You can expect plenty of direct customer contact – by telephone and by email, and to be dealing with a wide range of different subject matter. Depending on the nature of the query, you’ll respond directly, draw on the support of others within the organisation or, when appropriate, refer the customer to a third party organisation who is best placed to support them. You’ll also log and record each interaction – so attention to detail is important. It’s a fast-paced and dynamic role, so it’s important that you can think on your feet, respond in an empathetic and courteous manner – even when dealing with contentious issues, and ensure a highly professional and positive customer experience at all times.
Previous experience in a telephone-based customer facing role is essential, and you’ll be comfortable working to agreed KPIs. You’ll need excellent communication skills (in writing and on the telephone) and you should be able to organise and prioritise your own workload to meet competing deadlines. It’s important that you can work well in a team environment while taking the initiative in delivering a great customer service.
Ofgem is proud to be an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of open and fair competition, merit and business need.
Ofgem can offer you a comprehensive 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
- Subsidised gym
- Interest free season ticket loan
- Rental deposit scheme
- Perkbox (staff discount scheme)
- Employee Wellbeing Programme.