Casework Senior Associate

OFWAT; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A governmental regulatory authority in the United Kingdom is seeking a Senior Associate for its Casework Team. The successful candidate will manage complex customer issues, lead assessments of licence applications, and support team collaboration in a hybrid working environment. Strong customer service skills and experience in team leadership are essential. Competitive benefits include generous leave, development opportunities, and excellent pension contributions.

Benefits

Excellent employer pension contributions

25 days annual leave, increasing with service

Access to exclusive discounts

Up to 3 volunteering days per year

Qualifications

• Experience leading or supporting teams in casework.
• Ability to gather and assess complex information.
• Work under pressure with varying workloads.

Responsibilities

• Respond to complex customer enquiries and complaints.
• Lead assessments of licence applications.
• Manage a varied caseload of enquiries and complaints.

Skills

Customer service

Planning

Stakeholder management

Job description

Join Ofwat’s Casework Team as a Casework Senior Associate

*Office Location: London (E14 4HD) or Birmingham (B5 4UA) with hybrid working*

About Us

We are Ofwat, the Water Services Regulation Authority, a non‑ministerial government department responsible for regulating the water sector in England and Wales. Following the Independent Water Commission’s final report, the UK government has set out a bold new direction - one that brings together expertise from across the sector to deliver better outcomes for customers and the environment.

We are working in collaboration with the government and other regulators to help establish a new body for England, combining our strengths with those of the Drinking Water Inspectorate, the Environment Agency, and Natural England. We’re also continuing to engage with the Welsh Government to support future decisions for Wales.

While these changes take shape, our mission remains the same: to hold water companies to account, drive performance, and ensure the sector delivers real value for customers, communities, and the environment. If you’re passionate about making a difference, this is a unique moment to join us and help shape the future of water, and together we can continue to make a positive impact.

The Role

As a Senior Associate in the Casework team, you will work across a number of our workstreams. You will respond to our more complex customer enquiries and complaints that Ofwat receives and lead and/or oversee 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. You may also have responsibility for line managing staff.

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 verbally.

You will be responsible for managing a varied caseload of customer enquiries and complaints and licence applications. Alongside leading the delivery of pieces of work yourself, you will provide guidance and support to others in the team.

You will be expected to take strong ownership of the work you are responsible for, demonstrating Ofwat’s SAILOR values and ways of working. Ofwat is a learning organisation, and you will have opportunities to further develop your knowledge and experience. We have a well-supported, agile working environment, and have a trust‑based culture intended to help empower you and enable and support you to succeed within Ofwat.

About You

1. Experience of leading or supporting teams in demand‑led casework, fostering a supportive and collaborative environment.
2. Significant experience of gathering and assessing complex information to evidence‑based recommendations and conclusions to decision makers.
3. Significant experience of working under pressure, effectively planning, prioritising and managing a varied and changing workload to meet different, and often tight, deadlines, whilst ensuring quality standards.
4. Significant experience of conveying complex information to customers and stakeholders, verbally and in writing in a frontline service.
5. Strong stakeholder management skills, with the ability to work with internal and external stakeholders to gather and share information and to deliver a common objective.
6. Experience of implementing improved ways of working within teams.
7. Experience of using information and insights to consider and resolve risks and issues to support the effective delivery of work.

Why You Should Join Us

• People Centric: Our people are at the heart of Ofwat and everything we do - we ensure all voices are heard and treat each other with respect; you’ll be given the autonomy and the support to do your role in the best way.
• Innovative Work Environment: We embrace agile and new ways of working and have a culture build on trust, flexibility, and collaboration.
• Development Opportunities: Gain valuable experience and develop your skills in a supportive and dynamic setting.
• Work‑Life Balance: Enjoy the flexibility of working from home combined with the benefits of in‑person collaboration in our Birmingham and London offices.
• Excellent employer pension contributions of nearly 29%.
• 25 days’ annual leave, increasing to 30 with each year of service, plus bank holidays and an extra 2.5 days of privilege leave.
• Access to exclusive discounts on a variety of goods and services, including retail outlets, theatre tickets, holidays, insurance, and a gym membership.
• Fees paid for membership of relevant professional bodies.
• Up to 3 volunteering days per year.
• Recognition vouchers scheme rewarding your hard work.
• Generous shared parental leave and pay supporting your family life.

Follow the link to apply for full details about the role. Please ensure you have submitted your application in full before the below deadline.

Closing date: 23.55 on 10 December 2025