OFG1049 – Senior Manager, Compliance

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About us

Ofgem is Great Britain’s gas and electricity regulator. Our goal is to protect

energy customers’ interests, now and in the future. We make sure competition encourages great customer service and bears down on companies’ prices and profits. We do this by scrutinising costs and checking that companies stick to the

rules we set. If a company falls short, we act. Since 2010, we’ve imposed over £100 million in fines.

We also control the revenue that network companies earn from running gas and

electricity grids. This way we make sure customers get value for money from a £6 billion a year programme to upgrade Britain’s networks.

And we are planning for the future too, with the rollout of smart metering over the next few years, and looking ahead to make sure there’s enough capacity in

the system to meet demand. About a third of our staff work in Ofgem E-Serve, a division that runs

government environmental and social schemes. These include the Energy Companies Obligation, the Domestic and Non-Domestic Renewable Heat

Incentives, the Renewables Obligation, the Feed-In Tariff scheme, and the Climate Change Levy exemption. The total value of these schemes is approximately £6 billion per year; our costs for administering them are just

0.6% of this.

We are a diverse and vibrant organisation, with the majority of our staff working in our London (Canary Wharf) and Glasgow offices. You can find the Ofgem structure chart here.

We aim to attract, support, retain and motivate our staff by making sure that

they have the skills and knowledge to perform their roles effectively and provide them with development opportunities to build a career.

We offer a variety of development including formal training, on-the-job training and coaching. There is also a comprehensive management development

programme and support for further education and professional qualifications. Ofgem is a great place to work, and we hope to be welcoming you soon.

Dermot Nolan

Chief Executive

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Ofgem Privacy Notice

Registration on Ofgem Recruitment Portal

When you register on the Ofgem Recruitment Portal your personal data and information about any applications you have made, will be collected and stored on the platform in order for you to access your details and simplify the

recruitment application process.

How Ofgem will handle your data and job applications

As part of our external recruitment process, personal information will be

collected and only used to process the application and monitor recruitment

statistics.

Where we want to disclose information to any other third parties (for example

where we want to take up a reference or obtain a ‘disclosure’ from either CIFAS,

the Disclosure and Barring Service or Disclosure Scotland), we will not do so

without informing you beforehand unless the disclosure is required by law.

Personal information about unsuccessful candidates will be held on file for six

months. After the recruitment exercise has been completed, it will then be

destroyed or deleted. We retain personalised statistical information about

applicants to help inform our recruitment activities, but this is only available to

HR.

Full details of the Ofgem Privacy Policy and how your data is used can be found

at https://www.ofgem.gov.uk/privacy-policy

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Your data when applying for open vacancies

Each time you submit an application the data that we collect will be stored and

utilised in line with the Ofgem Privacy Policy, as outlined above.

Your rights to have your data removed and/or destroyed

All candidates have the right to have their data deleted at any point and this can

be done by emailing recruitment@ofgem.gov.uk

Your Consent and confirmation

By submitting an application, you are consenting to us using, and storing your

data, as outlined in this Privacy Notice, full details can be found in the Ofgem

Privacy policy as outlined above.

If you have any concerns you can view the Civil Service Privacy Statement by

clicking here.

This privacy policy will be kept under regular review.

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Role Profile

Role Details

Role Title Senior Manager, Compliance

Band D

Directorate Consumers & Markets

Location London/Glasgow

Number of positions

and contract type

2 x Permanent

Purpose

Ofgem is committed to making a positive difference for energy consumers through effective

regulation of the market and close working with suppliers to ensure fair outcomes for

domestic and business consumers in the UK. Our work has a real impact on consumers,

industry stakeholders and the development of energy policy in Great Britain.

This is a fantastic opportunity to gain experience of high-profile and fast-paced regulatory

compliance work. The Compliance team drives good consumer outcomes across the market

through direct engagement with suppliers, assessment of intelligence and investigation of

leads on non-compliant activity. The team is multi-disciplinary, reflecting the wide range

of issues that come to us for investigation.

See here for a snapshot of some of our recent casework and here for a snapshot of the

cases we have referred to the Enforcement team – this is your chance to join a great team

that makes a huge impact for consumers!

The Compliance team sits within the Conduct and Enforcement portfolio of Ofgem’s

Consumers and Markets division. The Conduct and Enforcement portfolio is at the core of

Ofgem’s regulatory duty to ensure industry plays by the rules and delivers good outcomes

for consumers. Our work spans the whole breadth of the retail energy sector and covers

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some of the hottest topics in the UK energy market, government and the media. Our

challenging work covers questions around a broad number of issues, including:

How consumers can be made aware of their rights;

How we can ensure that consumers are making informed choices;

How to incentivise companies to improve customer service;

How to drive good consumer outcomes and deter non-compliance; and

How we can achieve a more inclusive market including for consumers in

vulnerable situations.

We are a dynamic portfolio of around 50 experienced and enthusiastic casework, policy,

and economics professionals across London and Glasgow and undertake a mix of fast-

paced work and longer-term deliverables. The Compliance team, along with other teams

in Conduct and Enforcement are also leading the thinking on enforceability of principle-

based rules and Ofgem’s future approach to compliance, as the energy market and our

regulatory framework evolves.

This is a fun team that is enthusiastic about ensuring that energy market participants

deliver good outcomes for consumers. We like working with others across the organisation

and beyond. If you have a can do attitude, like to dive into the deep end and have a strong

delivery focus we’d love to work with you too.

As a Senior Manager, you will be expected to lead on multiple cases and work with other

Ofgem colleagues including junior team members in order to:

1. Identify and target issues in the market: We want to build and develop our industry

expertise, engaging suppliers and working effectively with other teams in Ofgem

and in the statutory bodies to ‘keep our finger on the pulse’. This will enable us to

identify trends and issues and to ‘hold a mirror’ up to suppliers to influence change

to achieve better consumer outcomes.

2. Influence the behaviour of energy suppliers, including the Big 6: We aim to

positively influence supplier behaviour. As we roll-out principles in the licence we

must have effectual engagement with a growing number of suppliers. We take an

informed risk-based approach to compliance action.

3. Drive a step change in customer service and complaints: Complaints result from

poor customer service. Our aim is to create an environment where suppliers

compete on customer service as much as price, where customers are adequately

protected and have clear recourse and timely redress when things go wrong.

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As a team leader, you will also be expected to play a leading role in supporting the

development of more junior team members in the team, including coaching and supporting

their development – this includes leading by example and prioritising your own

development (and we will support you with this). There are also lots of opportunities to get

involved in broader corporate activities around Ofgem.

Did you know that teams with diverse backgrounds perform better and deliver more

quickly? We’re committed to diversity (and flexible working) and welcome whatever

experience you can bring to the table – the most important thing is for you to have the

right skills and capabilities, and you’re ready to get stuck in.

Key responsibilities

Leading multiple compliance cases and investigations across the Big 6 and small

to medium retail energy suppliers, achieving the best outcomes in the interest of

consumers including securing redress and compensation, or referring to

Enforcement when appropriate.

Engaging with internal and external stakeholders to gather and document

intelligence on compliance to inform casework.

Ensuring consistency of approach across compliance cases, being transparent with

stakeholders and working with Enforcement, Communications, and Legal

colleagues to achieve good consumer outcomes.

Be the contact person for a small number of energy suppliers helping to build our

industry expertise and our engagement with suppliers, and influence behaviour.

You may also lead work on whether to grant derogations to suppliers from certain

licence conditions where appropriate.

Key outputs and deliverables

Successful candidates will be expected to lead on casework and projects/parts of projects

that include:

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understanding non-compliance issues and identifying the licence conditions or

consumer/competition laws that may have been breached;

identifying the questions that need to be answered in order to firmly establish

whether there is non-compliance, and the extent of such, seeking input from

more senior colleagues, and legal/policy teams as required;

engaging with whistle-blowers and external parties under investigation;

analysing information and data to corroborate, or not, the potential non-

compliance and assessing the quality of the available evidence;

contributing to development of a theory of harm resulting from potential non-

compliance;

analysing qualitative information and numerical data in order to calculate the

gain and detriment caused;

drafting and structuring documents which explain a case clearly and concisely;

delivery and input into policy documents (eg analysis, consultations,

decisions) including documents for publication;

leading on wider compliance work (e.g. deep dives); and

leading on determining whether to grant derogations to suppliers where

appropriate, analysing the impact on the market and engaging closely with

colleagues in Legal.

Key stakeholder relationships

Internal

All C&E senior management and staff

Ofgem External Relations and Media teams

Legal team, and the Office of the Chief Economist

Relevant Enforcement colleagues and the Enforcement Oversight Board

External

Consumer representatives, Energy Ombudsman, and any relevant organisation

leading on vulnerability issues

Energy supply companies, third party intermediaries and other relevant industry

opinion leaders, regulatory and competition bodies and relevant academics

Distribution network operators, industry code bodies and other key parties

Relevant Government Departments, eg Department of Business, Energy and

Industrial Strategy (BEIS)

Other relevant public bodies and members of Parliament

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Specific skills and capabilities

Essential:

Educated to degree level (or equivalent professional experience)

Analytical skills – the ability to understand, analyse and explain a topic or

problem, identifying what is relevant and making recommendations for next

steps. This includes both quantative and qualitative analysis.

Communication skills – the ability to communicate professionally and effectively

with colleagues and stakeholders at all levels as part of a stakeholder

management strategy.

Leadership skills – the ability to influence and motivate colleagues both within

the compliance team and across the wider organisation where appropriate.

Organisational skills – the ability to proactively prioritise, plan and schedule

complex tasks and demonstrate problem solving skills.

Project management/co-ordination skills - proven experience of supporting the

planning and management of delivery work streams/projects, taking into

account the input of others, monitoring and reporting on progress and assessing

and managing risks.

Desirable:

Compliance and enforcement expertise – experience in working on compliance

activities and enforcement cases. Building expertise in compliance will be a key

focus of induction training if you need to develop or refresh expertise in this

area.

Strong understanding of competition dynamics, particularly within the retail

energy sector.

Energy industry or regulatory expertise – experience of working on energy policy

and/or regulatory issues, either in government/regulator or in industry. Having

energy industry experience will put you at an advantage as we are looking to

build our energy expertise.

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Competencies

These are the competencies that are relevant for this role and a selection of

these will be assessed at interview.

Setting Direction

Seeing the big picture

Making effective decisions

Changing and Improving

Engaging People

Collaborating and partnering

Leading and Communicating

Delivering Results

Managing a quality service

Delivering at pace

How to apply

To apply for this role, you are required to submit a CV and Suitability Statement.

Completed applications should be submitted by midnight on the closing date.

Applications received after that time will not normally be considered. Your

application should consist of:

CV (saved as forename. surname CV)

Suitability Statement

As part of your application process, we will check your details against CIFAS

fraud prevention databases.

Should our investigations identify fraud or the commission of any other criminal

offences by you when applying for, or during the course of your employment

with us, we will record the details of this on the relevant fraud prevention

databases. This information may be accessed from the UK and other countries

and used by law enforcement agencies and by us and other organisations to

prevent fraud.

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Further details of the CIFAS fraud prevention databases, through which we share

information, can be obtained by contacting recruitment@ofgem.gov.uk

Your details will also be checked against the Civil Service Internal Fraud

Database (IFD) of employees dismissed for fraud or dishonesty offences. Where an applicant to Ofgem is successful in interview, we will check your name and date of birth against the IFD. Any applicant who is included in the IFD will be

refused employment.

This information will be retained by the Cabinet Office on the IFD for a period of

five years from the date of dismissal (or the date employment ended). GRS and

other recruitment teams will share with the Cabinet Office the outcome of the

checks for monitoring and analysis purposes. The Cabinet Office will use this

information for research on the prevention and detection of fraud. This will not

be shared outside Cabinet Office, GRS, and other recruitment teams, except on

an anonymised basis.

Overview of process

Your completed application will be acknowledged and you will be notified of the

outcome of the application.

Your invitation to interview correspondence will give details of specific date and

time. We will also notify you of any presentations / tests etc (not all roles require

this). The interview will be a combination of competency questions and role

specific questions. Please see the competency framework below relevant to this

role.

Please note, Ofgem do not cover the cost of travel to and from your interview.

Competencies

You will be assessed against a selection of the Band D Competencies at

interview stage. These are specified in the role profile.

The competencies can be found here. Please ensure you download and keep this

document in preparation for your potential interview.

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Terms and conditions

Role Title Senior Manager, Compliance

Salary £43,600 - £56,650 London £41,200 - £52,600 Glasgow

Location XX

Hours of work London: 36 hours per week Glasgow: 37 hours per week

Annual leave entitlement

As a new starter you are entitled to 25 days annual leave which will rise to 30 days after 2

years’ service. If you are transferring from another Government Department, and have 2

years continuous service your annual leave will be 30 days on joining.

You will also receive 10.5 days public, Bank and privilege holiday. Please note the dates

vary in England, Wales and Scotland.

If your appointment is for less than a year then you will receive a pro-rata and

public/privilege allowance.

Pension The civil service offers excellent pension

arrangements. For further information, please visit:

http://www.civilservicepensionscheme.org.uk/

Other benefits Cycle to work

Childcare vouchers Season ticket loan Employee wellbeing

Enhanced maternity /paternity pay Subsidised Gym

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Our values

Making a positive difference for energy consumers

Our priority is to protect and to make a positive difference for all energy consumers. We work to promote value for money, security of supply and sustainability for present and future generations. We do this through the

supervision and development of markets, regulation and the delivery of government schemes.

We work effectively with, but independently of, government, the energy industry

and other stakeholders. We do so within a legal framework determined by the UK government and the European Union.

Our values are:

Dedication

Committed to making a positive difference for all energy consumers today

and for a sustainable future Making time to hear and understand views and be open to new ideas

Being experts in our field - learning from everything we do – developing our skills

Integrity

Acting with independence

Being transparent and straightforward in our dealings with each other and our stakeholders

Basing our decisions on the best available evidence and impartial

assessment

Determination

Finding a way to make things happen To deliver - focusing on the consumer outcome, working collaboratively

with each other, and in partnership with stakeholders Thinking ahead, and leading thinking

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Equalities and diversity

As an employer we are committed to equality. We want to be an organisation

that people are proud to be part of. We welcome applications from all people across all sections of our diverse communities.

We aim to ensure equality of opportunity in our employment practice and processes. This is irrespective of disability, gender, age, marital status, sexual

orientation, race, colour, nationality, ethnic or national origins, religion or religious affiliation, working pattern and responsibility for dependents.

We believe that every employee should be treated with openness, honesty and respect. We won’t tolerate unfair treatment or discrimination. We aim to have a

workforce that reflects the diverse community that we serve. We value and make the best use of this diversity of talent, so that our people fulfil their

potential and create the conditions for business success.