Customer Policy Analyst

Customer Policy Analyst – Ofwat

Job Overview

• Employer: Ofwat (Water Services Regulation Authority)
• Job Title: Customer Policy Analyst
• Salary: £40,024–£50,000 per year
• Location: Birmingham (B5 4UA) or London (E14 4HD), with hybrid working
• Contract: Permanent; loan and secondment options considered until 31 December 2027
• Working Pattern: Full-time, part-time, flexible working or job share
• Job Grade: Senior Associate
• Job Reference: 488148
• Number of Vacancies: 1
• Closing Date: 10 November 2026 at 11:55 pm
• Visa Sponsorship: Not stated in the job advert.

About Ofwat

Ofwat is the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales.

The organisation works to hold water companies accountable, improve performance and ensure customers, communities and the environment receive better outcomes.

Ofwat is working with government departments and other regulators on significant reforms to the water sector. This role offers an opportunity to contribute to customer protection, policy development and improvements in water company services.

About the Customer Policy Analyst Role

The successful candidate will join Ofwat’s Customer Policy Team within the Casework, Enforcement and Customers Directorate.

The team focuses on improving customer service and support across the water sector, particularly for customers experiencing financial or non-financial vulnerability, repeated poor service or other difficulties.

You will contribute to policy development, analyse customer-related information, engage with stakeholders and help identify regulatory interventions that improve service quality and protect consumers.

Key Responsibilities

• Contribute to customer policy development, including policies addressing financial and non-financial vulnerability.
• Analyse and report on data relating to water companies’ customer service and support performance.
• Help prepare responses to enquiries from government, the press and Parliament concerning vulnerable customers.
• Support the development and implementation of policy solutions to improve compliance with Licence Condition G, Ofwat’s customer-focused licence condition.
• Build and maintain effective relationships with water companies, customer groups, charities, government departments and other regulators.
• Work with internal teams to share insights, identify dependencies and improve outcomes for customers.
• Support colleagues in developing work packages and delivering the team’s wider programme.
• Promote an inclusive working environment that encourages collaboration, wellbeing and continuous improvement.

Essential Requirements

Applicants should demonstrate the following experience, skills and knowledge:

• Experience developing policy within a government, public sector or regulatory organisation.
• Understanding of customer service policy, particularly support for financially or non-financially vulnerable customers.
• Ability to plan, prioritise and manage a varied workload while meeting competing deadlines.
• Ability to work independently, review customer research, draft policy recommendations and assess organisational performance.
• Experience building constructive relationships with internal and external stakeholders.
• Excellent written and verbal communication skills, including explaining policy clearly in non-technical language.

Required Attributes

Candidates should demonstrate the following attributes under Ofwat’s Framework for Success:

• Champion and leader of change.
• Promotes collaboration.
• Adaptable thinker.

Important: The two lead criteria are policy development experience in a government, public sector or regulatory organisation, and an understanding of customer service policy relating to vulnerable customers.

Salary and Benefits

The successful candidate will receive a salary of £40,024–£50,000 per year, with further salary and pension information available in the candidate pack.

Benefits include:

• Employer pension contributions of nearly 29%.
• 25 days of annual leave, increasing to 30 days with each year of service.
• Bank holidays and an additional 2.5 days of privilege leave.
• Flexible working arrangements.
• Paid membership fees for relevant professional bodies.
• Up to three volunteering days per year.
• Generous shared parental leave and pay.
• Enhanced sick pay.
• Training and professional development opportunities.
• Health and wellbeing initiatives.
• Cycle-to-work scheme.
• Season ticket loan for commuting.
• Free eye tests and contributions towards glasses or lenses for eligible display-screen users.
• Discounts on selected retail products, holidays, insurance, theatre tickets and gym memberships.

Application Process

Applications must be submitted through the Civil Service Jobs website. Applicants will need to create an account and complete an application form, including a CV and personal statement.

At the initial assessment stage, applications will be assessed against essential criteria 1–5. Your personal statement should provide clear evidence of your relevant experience, skills and achievements.

If application numbers are high, an initial sift may focus on the two lead criteria.

Selection Timetable

• Closing date: 10 November 2026 at 11:55 pm
• Application sift: 11–13 November 2026
• Interview dates: Week commencing 23 November 2026

Interview and Assessment

Interviews will be conducted remotely through Microsoft Teams.

Candidates will be assessed against the essential skills, experience, knowledge and attributes listed in the advert. Applicants will receive some attribute-based interview questions in advance and will also be required to complete a short task.

A second-stage interview may be arranged if necessary. A reserve list may be maintained for 12 months.

Applicants should ensure that all application examples and statements accurately reflect their own experience.

Right to Work and Eligibility

The advert lists nationality and eligibility requirements covering eligible UK and Irish nationals, certain Commonwealth nationals with the right to work in the UK, eligible EU and other specified nationals, and other groups meeting the stated Civil Service nationality rules.

Applicants should review the official nationality requirements before applying.

Visa sponsorship: The advert does not confirm whether Skilled Worker visa sponsorship is available. Applicants who require sponsorship should contact Ofwat’s recruitment team to confirm eligibility before applying.

Security Checks

Successful candidates must undergo a basic criminal record check and the Baseline Personnel Security Standard (BPSS) checks required for people working with government assets.

How to Apply

To review the full advert, candidate pack and application requirements, visit the official vacancy page below.

Recruitment enquiries: recruitment@ofwat.gov.uk

Job Reference: 488148