Customer Service Officer (Welsh Language)

Job description

Job summary

At the forefront of the fight for a cleaner, fairer energy future, Ofgem is helping to deliver environmental schemes that support better energy efficiency and protect consumers. Were looking for a Bilingual (English and Welsh speaking) Engagement Analyst to join us and help ensure people can access the information and support they need as we drive towards a greener energy system.

Ofgem is Great Britains independent energy regulator. Were at the forefront of change across the energy sector, driving toward Net Zero whilst protecting energy consumers, especially vulnerable people.

Were offering a permanent role with the chance to contribute across our environmental schemes and build valuable experience within an organisation helping to shape the future of energy. Youll become part of our Delivery and Schemes team, where excellent service and positive outcomes for consumers are at the heart of what we do. As a key Welsh-language contact, youll also use your bilingual skills to help us provide an accessible and effective service.

This is a fantastic opportunity to develop your knowledge and experience with the professional support you need to reach your full potential. Youll work in a varied, fast-paced environment alongside supportive colleagues, gaining broad exposure to our environmental schemes while helping us maintain the high standards of service our participants and the public expect.

Were looking for someone with experience in a customer-focused environment, an understanding of customer journeys and a confident approach to solving problems. Youll also bring excellent written and verbal communication skills, strong attention to detail and the ability to organise changing priorities, alongside being comfortable working both collaboratively and on your own initiative. The ability to communicate effectively through the medium of Welsh is essential.

Youll join a collaborative team where you can develop your capabilities while contributing to work with a clear purpose. With professional support, varied exposure and the chance to work with colleagues across different areas of Ofgem, youll have plenty of scope to broaden your experience while helping deliver positive outcomes for consumers.

We have a critical purpose to deliver environmental schemes that improve energy efficiency, support renewable energy and protect the interests of energy consumers. Join us and use your customer service and bilingual communication skills to help ensure people receive the support they need as we work towards a cleaner energy future.

Open Event: https://buytickets.at/ofgem/2372939

Job description

Key Responsibilities

• Dealing with enquiries on the phone and by email
• Liaising with teams within and outside of the hub to understand and priorities workload
• Dealing with non-complicated complaints and requests or contacting relevant teams/people to manage complicated cases.
• Supporting all aspects of operations and scheme related work.
• Meeting the teams Key Performance Indicator Targets
• Collaborate and provide support on issues across the team on an ad-hoc basis
• Whilst a significant proportion of your day to day work will be done through the medium of English, you will be the main point of contact for any enquiries submitted through the medium of Welsh

Key Outputs and Deliverables

• To be the first point of contact for scheme participants and members of the public with queries about the scheme(s)
• To raise issues with internal teams and support them with operational needs
• To receive and handle enquiries, non-complex complaints, and requests for information
• To keep organised notes of issues handled in the event that they need to be reviewed
• To meet team KPI targets

Person specification

Essential Criteria:

• Experience of working in a customer-focused environment with an understanding of customer journeys and an ability to problem solve. (LEAD)
• Excellent written and verbal communication skills with a 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 suit (Outlook, Word and Excel)

Welsh language criteria: These skills will be assessed as part of the selection process.

The language skills for this post have been assessed as follows:

• Listening: Understand discussions and instructions even on unfamiliar topics.
• Speaking: Able to hold an extended conversation with a fluent speaker on most job-related routine and non-routine matters
• Reading: Understand most job-related routine and non-routine text when standard language is used
• Writing: Able to write job-related routine and non-routine text

Desirable Criteria:

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

Languages
Welsh/Cymraeg

Behaviours

We'll assess you against these behaviours during the selection process:

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

Technical skills

We'll assess you against these technical skills during the selection process:

• You'll be asked to complete a Welsh language exercise at interview.

Benefits

Alongside your salary of 26,694, OFGEM contributes 7,733 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Ofgem can offer you a comprehensive and competitive benefits package which includes; 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; hybrid working (currently 1 day a week in the office but this is kept under review), flexible working hours and family friendly policies. Plus lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050. This exciting blend of professional challenge and personal reward identifies career opportunities at Ofgem as something to get excited about.

Things you need to know

Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Ability, Experience and Technical skills.

When you press the Apply now button, you will be directed to a Civil Service test guidance for this can be found here Civil Service online tests - GOV.UK (www.gov.uk). The test you are due to take is not timed and you can complete it at your own pace. Upon passing the test, you will be asked to complete personal details (not seen by the sift panel), your career history and qualifications.

You will then be asked to provide a 750 word personal statement evidencing how you meet the essential criteria listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the criteria listed in the role profile.

You will also be asked to answer a technical question (max 500 words) where we require your answer in the medium of Welsh.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. You must ensure that any evidence submitted as part of your application or used during interview, including your CV and any statements or examples, are truthful and factually accurate. Ofgem takes any incidences of cheating very seriously. Please ensure all examples provided are of your own experience. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant applications will be withdrawn from the process. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.

Please refer to Civil Service candidate advice on the acceptable use of artificial intelligence within the recruitment and selection process - Artificial intelligence and recruitment , Civil Service Careers

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [ https://www.cifas.org.uk/fpn ].

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window) .

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants
Job contact :

• Name : Lucy Dowding
• Email : [email protected]

Recruitment team

• Email : [email protected]

Further information

Appointment to the Civil Service is governed by the Civil Service Commissions Recruitment Principles. You have the right to complain if you feel there has been a breach of these Recruitment Principles. In the first instance, you should raise the matter directly via [email protected]. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission, please visit their website.

Attachments Role Profile (English and Welsh)_476167 Customer Service Officer (Welsh Language) Opens in new window (pdf, 265kB) Candidate Pack (English and Welsh)_476167 Customer Service Officer (Welsh Language) Opens in new window (pdf, 1053kB) Terms and Conditions Apr25 Opens in new window (pdf, 335kB) Terms and Conditions_Cymraeg Opens in new window (pdf, 271kB)