Casework Senior Associate

UKRN; Greater London, Birmingham; Sur place; GBP 42 000 - 62 000; Plein temps

Résumé du poste

UKRN is seeking a Senior Associate in the Casework team to handle complex customer enquiries, complaints, and regulatory investigations. The role may involve overseeing licence applications and leading investigations with powers to determine disputes between customers and water companies.

You may rotate between workstreams, manage staff, and work across both casework streams as needed. Strong planning and collaboration skills are essential to success.

Qualifications

• Strong customer service and planning skills.
• Ability to identify and assess information to make evidence-based recommendations.
• Excellent written and verbal communication in team settings.

Responsabilités

• Manage a varied caseload of customer enquiries and dispute cases and/or licence applications.
• Lead delivery of work and provide guidance to colleagues while overseeing their work.

Connaissances

Customer service

Planning

Information gathering

Communication

Description du poste

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 andsupport to others in the team as well as overseeing their work.

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

Profession

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