Case Reviewer (Glasgow)
Ofgem Commonwealth House 32 Albion Street Glasgow G1 1LH, Glasgow
New Jobs
Permanent
£26,694 - £31,853 a year
- Review and assess energy consumer cases to ensure compliance, while working collaboratively with stakeholders to enhance service delivery.
- Ideal candidates will possess strong analytical skills, attention to detail, and a background in administration or operational support.
- This full-time role is based in Glasgow, offering flexible working options and a generous pension scheme with high employer contributions.
Details
Reference number
Salary
Please ensure that you read the Pay and Reward information for civil service and internal colleagues before applying.
Job grade
Other
Contract type
Business area
Type of role
Operational Delivery
Operational Research
Working pattern
Number of jobs available
Contents
- Location
- About the job
- Benefits
- Things you need to know
- Apply and further information
Location
About the job
Job summary
Ofgem is Great Britain?s independent energy regulator. Our primary responsibility is to protect energy consumers, especially the most vulnerable, while at the same time working with government, industry and consumer groups to deliver a clean, more affordable and secure net-zero energy system at the lowest cost to consumers, and drive economic growth.
We have opportunities to join our Operational Delivery Profession where you will be responsible for a wide range of duties. The opportunities available are a great starting point for those who are looking for their first step into a career within the Energy sector, Ofgem and of course other areas within the Civil Service. You?ll be working alongside an experienced and supportive line manager and full training will be provided. The Operations Delivery profession pride themselves on being a friendly and collaborative profession who will be there to help and support you through your Ofgem journey.
To be successful in this role you will be a detail-oriented individual who excels in making well-supported decisions. Having good organisational skills will enable you to prioritise your workload effectively. You?ll also need to show that you can successfully establish positive working relationships with different colleagues across Ofgem and our external partners.
Please note this role has been advertised as Case Reviewer but is known internally as Operations Analyst.
Interviews for this campaign will be held in person in our Glasgow office.
Join us at our recruitment open event on 23 September 2026 at 17:00-18:00 where you can find out more about this role and put your questions to our panel. Click here to register
Job description
The Operational Delivery Team, (who are members of the cross government Profession) deliver operational excellence across all aspects of service delivery and business support, helping Ofgem to deliver its priorities by administering efficient and trusted services. The post holder will be part of the Operations Team, within Ofgem?s Delivery and Schemes directorate, the part of Ofgem that focusses on the delivery and administration of Environmental and Social schemes. There may also be opportunities for deployment to other areas in the future.
Ofgem plays a crucial role in ensuring that the energy markets work in the interest of consumers, both now and in the future. The Operations Analyst role provides an exciting opportunity to support Ofgem, as we work to protect energy consumers, especially vulnerable people, by ensuring they are treated fairly and benefit from a cleaner, greener environment. Ofgem is a supportive and inclusive organisation, where we understand we are better and stronger, the more diverse we are.
Operations Analysts will work to help deliver the team and portfolio objectives and they will work in one of the above areas or a combination of them.
Key Responsibilities
- Contributing towards the administration of the environmental schemes and achievement of key performance indicators;
- Identifying continuous improvement opportunities for streamlining business procedures to ensure robust and efficient processes;
- Ability to build good relationships and credibility with a range of colleagues and external business contacts;
- Identify instances of potential fraud and non-compliance and make recommendations to management and relevant teams;
- Liaising with teams within and outside of their own direct team to understand and prioritise workload;
- Initiate and respond to communication/enquiries from external stakeholders through telephone and emails;
- Effective and confident use of Microsoft Office suite ? most specifically Outlook and Excel; and
- Any other reasonable tasks within the scope of the grade and role as required.
Key Outputs and Deliverables
- Deliver targeted number of cases as agreed with your manager;
- Working independently planning and co-ordinating delivery of your own work on occasion;
- Ensure individual cases are accurately assessed against the eligibility/validation criteria, within set timeframes;
- Review information and data from a wide variety of sources, to support your decision-making;
- Communicate appropriately with scheme applicants and participants by phone and email;
- Provide support on related issues across the team on an ad-hoc basis, including in relation to individual projects across the team;
- Provide information and data to management as needed.
Person specification
Essential Criteria:
- Ability to work independently, applying attention to detail when reviewing data and documentation, and drawing on information from multiple sources to support well-informed, evidence-based decisions. (LEAD)
- Ability to follow processes accurately and efficiently, demonstrating strong organisational and time management skills to ensure responsibilities are delivered in line with agreed KPIs.
- Strong communication skills, both written and verbal, with the ability to handle enquiries professionally via phone and email
Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Managing a Quality Service
- Delivering at Pace
Benefits
Things you need to know
Artificial intelligence
Selection process details
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). 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 personal statement evidencing how you meet the lead criteria, and an application question evidencing how you meet the remaining two essential criteria in the role profile. Please ensure you demonstrate clearly, within your answers, how you meet each of the criteria listed in the role profile.
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
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
Working for the Civil Service
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Lisa Buchanan
- Email : recruitment@ofgem.gov.uk
Recruitment team
- Email : recruitment@ofgem.gov.uk
Further information
In the first instance, you should raise the matter directly via recruitment@ofgem.gov.uk. 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.