Senior Operations Analyst - Case Review

Cardiff, United Kingdom

Successful candidates may be based in any of our office locations – Cardiff, Glasgow, or London. We especially welcome applicants from Cardiff and Glasgow.

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 are seeking a Senior Operations Analyst (Case Review) to join our Delivery & Schemes Operations Portfolio. This is an exciting opportunity to play a key role in delivering environmental and energy schemes that support the transition to Net Zero while ensuring high standards of operational delivery.

As a Senior Operations Analyst, you will support the leadership of multi-disciplinary teams and help deliver complex operational processes within a fast-paced environment. Working with colleagues and stakeholders across Ofgem, you will coordinate activities, manage workflows, and contribute to the delivery of high-quality outcomes for consumers and scheme participants.

A key part of the role will involve reviewing and making decisions on eligibility assessments and amendments, ensuring compliance with scheme regulations and established guidance. You will evaluate datasets, authorise payments, and use delegated authority to make decisions on behalf of the organisation. The role also offers the opportunity to contribute to strategic objectives and support continuous improvement across operational processes.

You will monitor team performance against service standards, provide guidance and coaching to colleagues, and help foster a culture of continuous improvement. Working across a variety of cases and operational activities, you will use sound judgement to manage risk, resolve complex issues and ensure work is delivered effectively and at pace.

We are looking for someone with strong operational delivery experience, excellent organisational skills, and the ability to prioritise competing demands. You will be comfortable analysing information, working with data, and building productive relationships with a wide range of stakeholders. Strong communication skills, attention to detail and the ability to support and develop others will also be important to your success in this role.

This position would suit an individual who enjoys problem-solving, making informed decisions and driving high-quality operational performance. Experience of process improvement, training, coaching or leading work through others would be particularly valuable.

Join us and help deliver essential schemes that support consumers, drive environmental outcomes and contribute to the transformation of Great Britain's energy system.

Please note, this role is being recruited into Ofgem. During 2027, it is expected that this role will move department as part of the Warm Homes Plan. The home department or organisation is expected to be confirmed during 2026. The move between departments will be managed in line with the relevant staff transfer regulations.

Key Responsibilities

The role may not contain direct line management responsibilities; however, as a Senior Operations Analyst you will be tasked with the day-to-day management of the operation and co-ordination of Operations Analyst tasks;
Potential to undertake PDL responsibilities in line with Ofgem’s Diversity and Inclusion commitments, including mentoring and coaching staff on personal and professional development in line with the professional standards and behavioural framework for their profession;
Review and make decisions on eligibility assessments and amendments, ensuring compliance with scheme rules and guidance. Evaluate and approve datasets to support operational delivery, and authorise subsequent payments across the Ofgem Delivery and Schemes portfolio of environmental schemes;
The use of Delegated Authority to make decisions on behalf of the organisation;
Input into strategic management plans and delivery to support implementation of Portfolio and Directorate strategic objectives;
Continuous improvement and capability building of processes and individuals both in direct and indirect team structures.

Key Outputs and Deliverables

Manage your own workload and the day-to-day outputs of the team. Ensuring team working towards established service level agreements and key performance indicators;
Proactively monitor and report on performance of team, provide feedback on quality assurance to Operations analysts, and use coaching to build a culture of continuous improvement;
Work with internal and external stakeholders to resolve complex and challenging tasks;
Manage a multi-disciplinary caseload whilst contributing to the wider teams' objectives;
Lead on complex and challenging issues, managing risk, leading to strong outcomes;
Report management information and tracking to objectives as an individual and from a team perspective to managers and senior managers;
Collaborate with relevant teams across the organisation to ensure effective processes are in place.

Person specification

Please ensure you demonstrate clearly within your personal statement, how you meet each of the criteria below (not more than 1250 words).

In the event of receiving a large number of applications an initial sift may take place on just the identified lead criteria indicated below:

Essential Criteria:

Proven ability to manage and deliver operational processes to KPIs, prioritising workload and communicating effectively with key stakeholders and senior management (LEAD).
Experience of process development, resource building and delivery through training and coaching (LEAD).
IT literate, including MS Office applications (Word, Excel, PowerPoint) and proven expertise in the use of databases and/or spreadsheets.
Strong numerical and analytical skills with excellent attention to detail.
Excellent organisational and prioritisation skills.
Proven ability to build and maintain effective relationships with key stakeholders. Excellent written and verbal communication skills.

Benefits

Alongside your salary of £35,232, OFGEM contributes £10,206 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.

Apply before 11:55 pm on Monday 16th November 2026