Customer Service Officer (Welsh Language)

Customer Service Officer (Welsh Language)

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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. We’re 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 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 role with the chance to contribute across our environmental schemes and build valuable experience within an organisation helping to shape the future of energy. You’ll 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, you’ll 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. You’ll 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.

We’re looking for someone with experience in a customer-focused environment, an understanding of customer journeys and a confident approach to solving problems. You’ll 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.

You’ll 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, you’ll 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.

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 team’s 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

Person specification

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

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.

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