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What we do

Caseworker (Flexi, Hybrid + Benefits)

The Pensions Ombudsman has an exciting opportunity for a Caseworker 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 fixed-term contract until 31/03/2025 and will receive a competitive salary of £34,081 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 £34,081 per annum pro rata, we offer:  

  • 27.5 days annual leave  

  • Flexible working between 7 am - 7 pm  

  • 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 role of a Caseworker is to work within one of TPOs casework teams, such as Adjudication, Resolution or Case Assessment, according to business need. In all cases this will require a customer focused approach to complaint management and resolution, working to ensure fair and rational outcomes in a speedy and proportionate manner, taking into account relevant legislation and TPO’s statutory powers and purpose. Over time, individuals may specialise in one function. 

Key responsibilities 

  • Adjudication Team: Manage a portfolio of straightforward/moderate cases that require formal investigation, working within TPO’s standards and taking into account the needs of the parties concerned whilst maintaining impartiality. 

  • Resolution and Case Assessment Teams: Manage a portfolio of straightforward/moderate cases that are potentially resolvable or require less formal investigation, working within TPO’s standards and taking into account the needs of the parties concerned whilst maintaining impartiality. 

  • All Casework Teams: 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. 

  • Ensure that TPO’s processes and procedures are adhered to. 

  • Develop relationships, both internal and external, that will enable effective management of your 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: 19 July 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 Caseworker, please click ‘apply’ today. We would love to hear from you!