JOB SUMMARY

At the forefront of the fight to protect energy consumers, Ofgem is committed to delivering outstanding service and driving excellence for energy consumers. We’re looking for a Deputy Director – Enquiries and Engagement to join us and lead the delivery of first-class support to consumers and scheme participants through dynamic, high-impact engagement and frontline services.
Ofgem is Great Britain’s independent energy regulator. We’re at the forefront of change across the energy sector, driving toward Net Zero whilst protecting energy consumers, especially vulnerable people.
We’re offering a permanent opportunity with the chance to lead a talented, multidisciplinary team at the heart of our consumer and stakeholder engagement work. You’ll play a critical role in delivering trusted and responsive public services, supporting government schemes, that make a real difference to people’s lives. As part of the Delivery & Schemes senior leadership team, you’ll help shape the future of service delivery for one of the UK’s most vital sectors.
This is an exciting time to join Ofgem, with the chance to influence and innovate at scale. You’ll oversee our front-line multi-channel enquiries function, lead external engagement strategies, and ensure we deliver excellent outcomes for our customers and stakeholders. Your leadership will help us continually evolve and strengthen our services, ensuring we remain agile and impactful in a fast-moving regulatory landscape.
We’re looking for someone with proven experience leading large-scale operational functions in regulated environments, who is confident managing budgets, engaging stakeholders, and driving strategic improvements. You’ll be an inclusive and empowering leader who inspires collaboration and delivers results.
This is a fantastic opportunity to work in an organisation that values honesty, integrity, and boldness. You’ll be a key component of a culture that celebrates diversity, champions inclusion, and supports colleagues to bring their full selves to work. You’ll be a driving force behind our positive environment and will be enabled to develop your portfolio of experience, helping to take your career to the next level.
At Ofgem, we have a critical purpose to protect energy consumers, and this role will ensure we deliver on that promise by leading the delivery of accessible, responsive and high-quality services. You’ll champion the voice of the customer, strengthen external engagement, and bring the best insights into the organisation to enhance everything we do.
Read on and find out more.

JOB DESCRIPTION

The Deputy Director for Enquiries and Engagement will a lead substantial team responsible for dealing directly with external stakeholder; ranging from customers, scheme participants and external organisations.
This will include leading a group of multi-disciplinary teams; while planning, directing, coordinating, and leading activities within the Enquiries and Engagement function and wider Delivery & Schemes team to ensure that all goals and objectives are accomplished within the prescribed time frame and funding parameters.
With a team of c70 staff, the role requires an inclusive and empowering leader, providing direction and motivation to your teams, and supporting the professional development of individuals across Ofgem.
The post will support the Director of Delivery and Schemes in ensuring the efficient delivery of a user focused front-line multi-channel enquiries function in line with operational best practices.
The role will be part of the directorate’s senior leadership team, helping the organisation to achieve its objectives, by developing, executing and evolving our strategy and working with other senior leaders to drive organisational effectiveness and operational excellence.
The Deputy Director will be expected to have a close relationship with senior leaders across the energy sector including companies, NGOs and officials who lead on energy policy across government whilst representing Ofgem externally, leading engagement and bringing the best ideas and insights into Ofgem to inform our work.

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)
• 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

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