Join Ofwat’s Casework, Enforcement & Customers Directorate as a Casework Officer\n\n*Office Location: Birmingham (B5 4UA) or London (E14 4HD) with hybrid working*\n\nAbout Us\n\nWe are Ofwat, the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales. Our work has genuine significance – no other organisation does the work we do. It’s unique and meaningful: keeping our water flowing; ensuring water bills don’t cost a penny more than needed; holding water companies to account.

Come and work at the source of everyday life.\n\nThe Role\n\nAs an Associate in the Casework team you will work across both our Licensing and Complaints, Enquiries and Disputes workstreams. You will respond to customer enquiries and complaints that Ofwat receives and deliver small scale investigations, where we have legal powers to determine a dispute between a customer and their water company. You will also lead the assessment of licence applications we receive from companies wishing to operate in the water sector.\n\nThe successful candidate will have strong customer service and planning skills; be able to identify and assess relevant information to make evidence-based recommendations; and be great at working with others to gather and share information clearly in writing or verbally.

You will be responsible for managing a varied caseload of customer enquiries, complaints and licence applications.\n\nThe Casework team is the "front door" for many of the customers and stakeholders who contact Ofwat with enquiries or complaints about the sector or their water company. Where we have the legal powers to do so (typically under the Water Industry Act 1991, or the Competition Act 1998), we investigate and resolve customer disputes or water company failures, to ensure that water and wastewater companies meet their legal obligations to their customers, society, and the environment. Our work also involves providing an important point of contact for customers seeking information about Ofwat's role and how we do our work as a regulator.\n\nTo find more details about the role and deliverables please click Apply.\n\nAbout You\n\nBelow are some of the key essential experience, skills & knowledge required for this post:\n\n 1.

Experience of gathering and assessing complex information to make evidence-based conclusions and recommendations.\n\n 2. Experience of handling difficult conversations with and conveying complex information to customers, including vulnerable customers by phone and in writing.\n\n 3. Experience of working under pressure, effectively planning, prioritising and managing a varied and changing workload to meet different, and often tight, deadlines, whilst maintaining quality standards.\n\n 4.

Strong attention to detail and experience of maintaining accurate and up-to-date records/case files.\n\n 5. Ability to work with internal and external stakeholders to gather and share information and to deliver a common objective.\n\n 6. Ability to continuously improve how we do things, sharing your ideas with colleagues and implementing improvements.\n\n 7.

Ability to adapt communication styles to suit various stakeholders and situations.\n\n 8. Ability to manage risks including the ability to identify, assess and mitigate potential risks as they arise whilst demonstrating the capability to raise the flag on critical risks when needed.\n\nWhy You Should Join Us:\n\n * Meaningful Impact: You will be joining a team with a sense of mission at its core aiming to build a lasting legacy for future generations by securing our long-term water resilience.\n\n * Innovative Work Environment: We embrace agile and new ways of working and have a culture build on trust, flexibility, and collaboration.\n\n * Development Opportunities: Gain valuable experience and develop your skills in a supportive and dynamic setting.\n\n * Work-Life Balance: Enjoy the flexibility of working from home combined with the benefits of in person collaboration in our London or Birmingham offices.\n\n * Fantastic employer pension contribution of nearly 30%.\n\n * 25 days’ annual leave, increasing to 30 with each year of service, plus bank holidays and an extra 2.5 days of privilege leave.\n\n * Access to exclusive discounts on a variety of goods and services, including retail outlets, theatre tickets, holidays, insurance, and a gym membership.\n\n * Fees paid for membership of relevant professional bodies.\n\n * Up to 3 volunteering days per year.\n\n * Recognition vouchers scheme rewarding your hard work.\n\n * Generous shared parental leave and pay supporting your family life.\n\nFollow the link to Apply for full details about the role, please ensure you have submitted your Applications in full before the below deadline.\n\nClosing date: 23.55 on 01 June 2025