What we do

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!