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Personal Details

First Name *

Last Name *

Email Address *

Mobile Number *

Telephone Number

Do you currently work for us? *

Address Information

Street Address *

City *

County

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Postcode *

Right to work in the United Kingdom

Do you have the right to work in the United Kingdom? * Yes No

Please state the basis of your right to work (e.g. UK citizen, settled status, right to remain, etc..) *

TPO is unable to sponsor individuals to obtain a right to work in the UK. As you have answered NO to this question, we will reject your application if you continue and submit.

From this point forward you can save your progress completing the application form and return to it later. Simply click the 'Save' button at the bottom of the application, then keep a copy of the link generated and store it safely. You can then return to your application by clicking on the link provided you are connected to the internet.

Essential experience and qualifications

This section is the sole information that will be used to decide if you will be shortlisted for an interview, you should ensure that you complete all sections. Please describe your experience of conducting the activities below and details of any qualifications requested. Please be concise whilst ensuring that you cover the points requested - we require 100-250 words per response. You may find it helpful to draft your answer using an application such as Word.

In-depth knowledge of occupational or personal pension schemes. *

Outline your ability to investigate complex complaints. *

Explain how you have conducted an analysis of large amounts of information and identified key issues to be addressed. *

Explain a time where you have written evidence-based outcomes that stand up to scrutiny and challenge. *

Explain how you are able to work on your own initiative while managing a varied caseload within a set quality and time framework. *

Employment History

Starting with your most recent employer, please provide details of your employment history. In the case of your most recent role, please also provide details of your reason for leaving.

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Employer Name *

Job Title *

Salary *

Date From *

Date To *

Please detail your role and responsibilities *

Education history

Education History

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Institution Attended *

Date From *

Date To *

Please provide details of courses and grades received along with their relevant dates *

Equal Opportunities

We are committed to the fair treatment of our staff, potential staff, regardless of race, gender, religion/belief, sexual orientation, age, pregnancy/maternity, marital or civil partnership status, physical/mental disability, responsibilities for dependants or offending background.

The information you give on this form will help us ensure equality in our services to you. We recognise that you may regard some of this information as personal and we have, therefore, included an option in most questions for ‘prefer not to say’.

All information that we collect in relation to equality and diversity will be treated confidentially in accordance with the Data Protection Act 2018 and will be stored within the Applicant Tracking System. Access to this information will be restricted to staff involved in the processing and monitoring of this data. It will be used to provide statistical information only. In completing the form below, you consent to us using your data for this purpose.

To which gender identity do you most identify?

What is your age range?

Relationship Status

What is your nationality?

What is your ethnicity? (Please choose the most appropriate option to indicate your cultural background)

Other (please specify)

What is your religion or belief?

Other (please specify)

Do you consider yourself to have a disability as defined in the Equality Act 2010?

If you have a medical condition, the Equality Act 2010 requires employers to make reasonable adjustments to the job content or working environment. To achieve this, we need to know whether you are covered. Definition of Disability: “A physical or mental impairment which has a substantial and long-term effect on a person’s ability to carry out normal day-to-day activities in a non-work environment.”

What is your sexual orientation? (As defined in the Equality Act 2010)

Other (please specify)

Pregnancy and Maternity: Maternity is defined in the Equality Act 2010 as the 26 weeks after giving birth. Please select the option which describes your circumstance:

There are 6 million carers in the United Kingdom and nearly one in eight workers are carers. With an ageing population and an expected increase of 60% of carers in the next 30 years, we would like to monitor the number of people with caring responsibilities.

Do you have caring responsibilities?

Other (please specify)

About My Application

I confirm I have the right to work in the UK
I confirm that my details are complete and correct
I confirm I have read and agree to The Pensions Ombudsman's privacy policy

Job Details

Job Title: Senior Caseworker (Flexi, Hybrid + Benefits)
Job Reference: AN1239681LonSCHB
Location: London, Greater London, United Kingdom
Salary: £44381.00 to £44381.00

The Pensions Ombudsman has an exciting opportunity for a number of Senior Caseworkers to join our team based in Canary Wharf, where we currently operate an agile working policy of 20% office based. You will be working full or part-time on a permanent contract and will receive a competitive salary of £44,381 per annum pro rata. We offer several pension options as part of the Civil Service Pension Scheme which has defined benefits. In addition, we are an accredited Disability Confident Employer, and we welcome applicants from under-represented groups.

Salary and Benefits:

As well as a starting salary of £44,381 per annum pro rata, we offer:

27.5 days annual leave increasing to 32.5 depending on length of service
The option to buy and sell annual leave
Flexible working
Discretionary staff reward scheme
Comprehensive learning and development programme, including mentoring opportunities
24/7 Free confidential employee assistance programme
Discounted health benefits
Employee discount scheme across hundreds of retailers
Range of Staff Networks and social activities
Sabbatical after qualifying period

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging.

If you meet most but not all of the criteria required, we still encourage you to apply, as we value potential and transferable skills. We are open to candidates from a range of professional backgrounds. You may have gained transferable skills from roles such as:

Investigator
Complaints Handler
Customer Services Manager
Paralegal

Who are we?

As a totally independent body, not part of the pensions industry or government, we investigate and make decisions when someone has been unable to resolve a complaint about how their pension has been managed. Our service is free, but we have legal powers to make decisions that are final, binding, and enforceable in court.

Our work can be challenging and high-profile, delivering a fair outcome for the individual and highlighting where the pensions industry can improve. Focusing on the facts, we must be balanced, fair and totally independent.

Purpose of the role

The role of a Senior Caseworker is to work within one of TPOs casework teams, such as Adjudication, Early Resolution, Case Assessment or Casework Support, according to business need. In all cases this will require a customer focused approach to complaint management and resolution, dealing with complex cases and working to ensure fair and rational outcomes in a speedy and proportionate manner. They will need to take into account relevant legislation and TPO’s statutory powers and purpose.

Key responsibilities

Manage a portfolio of complex cases that require more formal investigation, working within TPO’s standards and taking into account the needs of the parties concerned whilst maintaining impartiality.
Ensure TPO’s casework management system is updated accurately.
Investigate cases by identifying the key issues, gathering information as required and examining evidence against the required standards.
Write articulate and well-reasoned outcomes on the merits of complaints.
Mentor and assist in the training of less experienced members of staff.
Share knowledge and provide technical support to other adjudicators.
Ensure that TPO’s processes and procedures are adhered to.
Develop relationships, both internal and external, that will enable effective management of own caseload.
Working flexibly across Casework as necessary and any other duties that may reasonably be required.

Please refer to the Job Description for further information

We will shortlist and interview on a rolling basis, without waiting for a set closing date. Therefore, this vacancy may be withdrawn at short notice.

Closing date: 25 February 2025 at 11:59 pm

All applicants must have a right to work in the UK and be prepared to be security cleared to Baseline Personnel Security Standard, which requires a basic disclosure from the Disclosure and Barring Service.

If you feel that you have the skills and experience required to become our Senior Caseworker, please click ‘apply’ today. We would love to hear from you!

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