Engagement Analyst

Engagement Analyst – Ofgem

Salary: £26,694 – £33,936 per annum

• National: £26,694 – £30,850
• London: £29,313 – £33,936

Location: Cardiff, Glasgow or London, UK

Contract: 2 Permanent positions and 1 Fixed-term position (12 months)

Job Type: Administration, Corporate Support and Contact Centre

Working Pattern: Full-time, Flexible Working

Job Grade: Executive Officer (EO) / Level 1b

Number of Vacancies: 3

Reference: 489242

Closing Date: 18 November 2026 at 11:55 pm

Visa Sponsorship: Not stated in the job advert. Applicants must meet the Civil Service nationality and right-to-work requirements. The vacancy is not advertised as offering Skilled Worker visa sponsorship.

Job Overview

Ofgem, Great Britain’s independent energy regulator, is recruiting three Engagement Analysts to join its Enquiries and Engagement team within the Delivery and Schemes directorate.

The team supports the delivery of environmental and energy schemes by providing information, guidance and assistance to scheme participants, stakeholders and members of the public.

As an Engagement Analyst, you will be a key point of contact for customers, responding to enquiries, resolving issues and ensuring people receive accurate information and professional support.

The role involves handling telephone and email enquiries, maintaining accurate records, processing information and supporting administrative and operational activities.

You will also work with colleagues across different departments to resolve complex issues, manage workloads and help improve service delivery.

Ofgem is particularly interested in candidates with customer service experience, strong communication skills and the ability to organise competing priorities.

Key Responsibilities

• Handle customer enquiries received by telephone and email.
• Act as the first point of contact for scheme participants and members of the public.
• Respond to general enquiries, information requests and straightforward complaints.
• Refer complex cases to the appropriate teams or individuals for resolution.
• Liaise with internal and external teams to understand and prioritise workloads.
• Support the operational delivery of energy and environmental schemes.
• Maintain accurate and organised records of enquiries and issues handled.
• Monitor workloads and meet agreed team Key Performance Indicator (KPI) targets.
• Provide operational support to colleagues and assist with issues across the team.
• Help ensure customers receive accurate, consistent and timely information.

Essential Requirements

Applicants should demonstrate:

• Experience working in a customer-focused environment, with an understanding of customer journeys and the ability to solve problems. (Lead criterion)
• Excellent written and verbal communication skills.
• Strong attention to detail.
• Ability to organise and prioritise changing workloads.
• Ability to work effectively as part of a team and independently.
• IT skills, including familiarity with Microsoft Outlook, Word and Excel.

Desirable Experience

• Previous experience handling customer enquiries and complaints through written and verbal communication.

Civil Service Behaviours

Candidates will be assessed against the following behaviours:

• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service
• Delivering at Pace

Salary and Benefits

Successful candidates will receive a competitive salary and access to the Civil Service benefits package, including:

• Civil Service Pension with an employer contribution of 28.97%.
• 30 days of annual leave after two years of service.
• Hybrid working, currently requiring one day per week in the office, subject to review.
• Flexible working hours.
• Excellent training and development opportunities.
• Family-friendly policies.
• Access to staff networks and supportive teams.
• Opportunity to contribute to Ofgem’s work towards establishing a Net Zero energy system by 2050.

Working Locations

Successful candidates may be based at any of these Ofgem offices:

• Cardiff
• Glasgow
• London

Ofgem particularly welcomes applications from candidates in Cardiff and Glasgow.

Application and Selection Process

The recruitment process uses the Civil Service Success Profiles framework and assesses behaviours, ability and experience.

The application process includes:

1. Complete the initial Civil Service online test.
2. Following a successful test, provide your personal details, career history and qualifications.
3. Complete two written questions demonstrating how you meet the essential skills and capabilities for the role.

Each written answer must not exceed 250 words. Any words beyond the limit will be disregarded.

Applicants should pay particular attention to the lead criterion, which focuses on customer service experience, understanding customer journeys and problem-solving skills.

An initial sift may focus solely on the lead criterion if a large number of applications are received.

Successful candidates will also undergo a basic criminal record check and Baseline Personnel Security Standard (BPSS) checks.

Eligibility

The vacancy is open to eligible candidates who meet the Civil Service nationality requirements and have the necessary right to work in the UK.

Eligible groups include British nationals, Irish nationals, certain Commonwealth nationals and other qualifying nationalities and immigration categories listed in the official vacancy.

How to Apply

To read the full job description, review the candidate information and submit your application, visit the official Civil Service Jobs website:

Closing date: 18 November 2026 at 11:55 pm.

Job Reference: 489242

For recruitment enquiries, contact: recruitment@ofgem.gov.uk