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Personal Details

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Right to work in the United Kingdom

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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.

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Essential experience and qualifications

The information herein will be used to decide if you will be shortlisted for an interview so you should ensure that you complete all sections. Please be concise and do not write single answer sentences as failure to demonstrate how you meet what is being asked will result in your application not being considered. Your answers should cover all the points in 100-250 words per response. You may find it helpful to draft your responses first.

Extensive experience of leading the delivery of customer facing services in a dispute resolution or complaints handling environment. *

Experience of quality assurance, performance reporting and demonstrable track record of service improvement in a customer facing environment. *

Proven leadership and management experience, including the development and implementation of team / department plans and provision of technical and advisory support. *

Strong inter-personal skills, able to influence internal and external stakeholders at all levels. *

Strong analytical skills, able to quickly digest and understand complex information from multiple sources. *

Ability to plan and prioritise effectively. *

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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.

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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.”

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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.

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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: Head of Adjudication (Flexi, Hybrid + Benefits)
Job Reference: AN1164565LonHOAHB
Location: London, Greater London, United Kingdom
Salary: £59099.00 to £59099.00

The Pensions Ombudsman has an exciting opportunity for a Head of Adjudication to join our team based in Canary Wharf, where we currently operate an agile working policy. You will be working full or part-time on a permanent contract and will receive a competitive salary of £59,099 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 £59,099 per annum pro rata, we offer:

27.5 days annual leave

Flexible working between 7 am - 7 pm

The option to buy and sell annual leave

Discretionary staff reward scheme

Comprehensive learning and development programme

Mentoring opportunities

Free employee assistance programme

Staff benefit discount platform

Range of Staff Networks and social activities

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.

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 Head of Adjudication is responsible for the leadership and management of the adjudication teams that investigates and adjudicates complaints within jurisdiction.

The Head of Adjudication provides the vision and direction needed to drive the sustainable performance of their area of responsibility, by providing oversight and guidance to the managers who are responsible for the day to day management of their teams to deliver a service in line with the aims and objectives for the section and TPO.

The Head of Adjudication ensures the effective and efficient use of their resources and is responsible for developing the overall capabilities of all staff within their area of responsibility.

Key responsibilities

Oversee the work of the teams within their area of responsibility and the transfer of work to/from other areas between.

Monitoring workloads and capacity across the section (for three adjudication teams and a specialist investigation unit which also has responsibility for reviewing casework outputs).

Working with team managers and the Deputy Chief Operating Officer (Casework) to share coordinated reports about performance, targets, and deadlines across the section.

Planning and coordinating activities for the section to enable it to meet its objectives and those of TPO.

Coordinating activities with other sections within the casework directorate, and with other directorates, to assist TPO in meeting its corporate objectives

Spotting issues and trends and developing solutions.

Providing on-going creative thinking around the development and improvement of the adjudication section including leading a key workstream as part of our Operating Model Review.

Providing adjudication expertise and senior advisory support.

Developing staff, ensuring plans are in place for their learning and development.

Managing individual performance and development for direct reports and monitoring performance and development of all staff in the section.

Provide accurate and timely management reporting for their area of responsibility at relevant forums across TPO as a member of the Senior Leadership Team.

Provide quarterly management planning for their area of responsibility to deliver its objectives and ensure they support TPO in meeting its corporate objectives.

Work with senior managers and staff across TPO to improve insight and information sharing, including spotting issues and trends within their area and providing creative thinking around process development and service improvement.

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: 31 October 2024 at 12 am

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 Head of Adjudication, please click ‘apply’ today. We would love to hear from you!

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