Caseworker (Flexi, Hybrid Benefits)

The Pensions Ombudsman; City Of London; Hybrid; GBP 38,000; Full time

Job summary

A public service organization in London is seeking Caseworkers to manage and assess complaints related to pensions. Responsibilities include managing cases, ensuring accurate records, and delivering impartial outcomes based on investigations. Applicants should have the right to work in the UK and be ready for security clearance. The role offers a competitive salary of £37,500 per annum pro rata and flexible working conditions with significant leave benefits.

Benefits

Competitive salary

Pension options

Extensive annual leave

Staff reward scheme

Learning and development programme

Employee assistance programme

Health benefits

Social activities

Sabbatical option

Performance bonus

Reimbursement for eye tests and flu jabs

Qualifications

• Right to work in the UK.
• Prepared to be security cleared to Baseline Personnel Security Standard.

Responsibilities

• Manage a portfolio of straightforward/moderate cases.
• Ensure TPO's casework management system is updated accurately.
• Assess/Investigate cases and examine evidence.
• Write concise outcomes regarding TPO's jurisdiction.
• Adhere to TPO's processes and procedures.
• Develop relationships for effective caseload management.
• Work flexibly across Casework as necessary.

Job description

The role of a Caseworker is to work within one of TPO's 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, 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.

Responsibilities

• Manage a portfolio of straightforward/moderate cases that need to be assessed in line with TPO's Jurisdiction and initial assessment processes, and are potentially resolvable, or require 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.

• Assess/Investigate cases by identifying the key issues, gathering information as required and examining evidence against the required standards, reaching own conclusions or deciding next best steps for the complaint.

• Write concise and succinct, well-reasoned outcomes regarding TPO's jurisdiction or 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 own caseload.

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

Requirements

• 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.

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.

The Pensions Ombudsman is growing fast and is a great place to work. We have an exciting opportunity for several Caseworkers to join our team based in Canary Wharf, where we currently operate an agile working policy of 20% office attendance and a flexible working culture. You will be working full or part‑time on a permanent contract and will receive a competitive salary of £37,500 per annum pro rata. We offer several pension options as part of the Civil Service Pension Scheme, including defined benefits.

In addition, we are an accredited Disability Confident Employer, and we welcome applicants from under‑represented groups.

Benefits

• Several pension options as part of the Civil Service Pension Scheme, including defined benefits.
• 27.5 days annual leave increasing to 32.5 depending on length of service plus the option to buy and sell annual leave.
• Discretionary staff reward scheme.
• Comprehensive support for growth with learning and development programme to boost your career.
• 24/7 Free confidential employee assistance programme.
• Discounted health benefits and employee discount scheme across hundreds of retailers.
• Access to staff networks and social activities.
• Sabbatical after qualifying period.
• A culture of reward with annual performance bonus.
• Eye test and flu jab reimbursements.