What we do

The Pensions Ombudsman has an exciting opportunity for a number of Contact and Support Specialists 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 £35,961 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 £35,961 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. 

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 

Contact & Support Teams are responsible for assessing and dealing with all the enquiries we receive each year by telephone, email, post, live chat and other workstreams.  The Contact & Support Specialists will also process all new pension complaints up to the point where the issue can either be resolved informally, or the pension complaint is ready to be transferred to the area in TPO best suited to help the applicant. The principles that enshrine this function are to engage with the customers to educate and empower them to resolve the enquiry or application themselves, and if necessary, ensure that we can deal the matter efficiently by directing it to the right service to help. 

Key responsibilities 

• Working flexibly across Casework as necessary and any other duties that may reasonably be required. 

• Regularly deal with enquiries received by telephone, email, post or live chat.   

• Validating applications, identifying those which are suitable for early closure and attempting to resolve these as appropriate. 

• Accurately updating and maintaining TPO’s Case Management System database.  

• Supporting any service improvement initiatives or projects as 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:  1 June 2025 at 11:59 pm  

Interview dates: from week commencing Monday 9 June 2025  

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 Contact and Support Specialist, please click ‘apply’ today. We would love to hear from you!