Casework Senior Associate

UK Regulators' Network; Birmingham; Hybrid; GBP 42,000 - 68,000; Full time

Job summary

Ofwat in England and Wales is seeking a Senior Associate in its Casework team to manage a varied caseload of customer enquiries, disputes and licence applications. You will lead investigations or assess licence applications and may line-manage staff.

The role requires excellent customer service, planning, and evidence-based decision making, plus strong written and verbal communication to share information clearly across teams.

Qualifications

• Senior Associate in the Casework team handling complex customer enquiries and complaints and/or licence applications.
• Strong customer service and planning skills with the ability to identify and assess information to make evidence-based recommendations.
• Excellent written and verbal communication to share information clearly within the team.

Responsibilities

• Lead responses to complex customer enquiries and complaints and/or oversee investigations with legal powers.
• Oversee licence applications from water sector companies and potentially line-manage staff.
• Manage a varied caseload and provide guidance and support to others while supervising delivery of work.

Job description

Ofwat

We regulate the water sector in England and Wales, https://www.ofwat.gov.uk/jobs/make-a-splash/

Requirements of the role

As a Senior Associate in the Casework team you will initially work on one of our workstreams. You will either respond to our more complex customer enquiries and complaints that Ofwat receives and lead and/or oversee investigations, where we have legal powers to determine a dispute between a customer and their water company. Or, you will lead the assessment of licence applications we receive from companies wishing to operate in the water sector. You may also have responsibility for line managing staff. As you settle into your role, you may rotate from one workstream to another or work across both workstreams.

The 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 and dispute cases and/or licence applications. Alongside leading the delivery of pieces of work yourself, you will provide guidance and support to others in the team as well as overseeing their work.

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Location

• London
• Birmingham

Contract type

• Full time
• Job share
• Loan
• Part time
• Permanent
• Secondment

Profession

• Complaints
• Customer support
• Energy
• Enforcement
• Investigator
• Legal
• Operations
• Regulation
• Stakeholder Engagement

Working pattern

• Flexible working
• Hybrid

Closing Date

08/11/2026