Join Ofwat’s Casework Team as a Casework 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 an Associate in the Casework team, you will work across one or both of our Licensing and Complaints, Enquiries and Disputes workstreams, as required. 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.
The successful candidate will have an understanding (and ideally experience) of regulation and/or the water sector and/or utilities, strong customer service and planning skills; be able to identify and assess analyse 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.
About You
Below are some of the key essential experience, skills & knowledge required for this post:
- Lead Criterion: Experience of gathering and analysing complex information to make evidence-based conclusions and recommendations.
- Lead Criterion: Understanding (and ideally experience) of regulation and/or the water sector and/or utilities.
- Experience handling difficult conversations with, and conveying complex information to, customers, including vulnerable customers by phone and in writing.
- Ability to work under pressure, planning, prioritising and managing a varied workload to meet different, and often tight, deadlines, while maintaining quality.
- Strong attention to detail and experience maintaining accurate and up-to-date records/case files.
- Experience identifying, assessing, mitigating and escalating risks as they arise.
- Working with internal and external stakeholders to gather and share information and to deliver a common objective.
- Desire to continuously improve a work environment, for example: sharing your ideas with colleagues and implementing improvements to policies and processes.
- Ability to adapt communication style to suit various stakeholders and situations.
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 11 February 2026
