Caseworker (Flexi, Hybrid + Benefits)

The Pensions Ombudsman; Greater London; Hybrid; GBP 33,000 - 45,000; Full time

Benefits offered by this job

Civil Service Pension

Annual leave 27.5 days

Staff reward scheme

Learning and development

Employee assistance programme

Health benefits discount

Staff networks

Sabbatical

Performance bonus

Eye tests

Flu jabs

Job summary

The Pensions Ombudsman is seeking a Caseworker to join our team in Canary Wharf, with an agile working policy and flexible hours. The role is permanent and can be full- or part-time, with a pro rata salary of £38,812.

You will handle a portfolio of cases across adjudication, resolution, assessment or contact and support, applying relevant legislation to deliver fair, timely outcomes while maintaining impartiality.

Qualifications

• Customer-focused approach to complaint management and resolution
• Ability to work on complex cases with impartiality and fairness
• Understanding of relevant legislation and TPO’s statutory powers

Responsibilities

• Manage a portfolio of straightforward/moderate cases within TPO’s jurisdiction and standards
• Update the casework management system accurately
• Assess/investigate cases by identifying key issues and gathering information
• Write concise, well-reasoned outcomes on jurisdiction or merits of complaints
• Ensure processes and procedures are adhered to
• Develop relationships with internal and external parties to manage own caseload
• Work flexibly across Casework and perform other duties as required

Job description

The Pensions Ombudsman is growing fast and is a great place to work. We have an exciting opportunity for a Caseworker 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 £38,812 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.

Salary And Benefits

As well as a starting salary of £38,812 per annum pro rata, we offer:

• 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 a 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

Diversity and Inclusion

We are an accredited Disability Confident Employer and welcome applications from under-represented groups. We encourage applications from people of all backgrounds and aim to create a workplace where everyone feels valued and has 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, Assessment or Contact and 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. Over time, individuals may specialise in one function.

Key Responsibilities

• Manage a portfolio of straightforward/moderate cases that need to be assessed in line with TPO’s Jurisdiction, TPO’s initial assessment 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 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.

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.

In line with our policy, candidates deemed appointable through a fair and open competition will be kept on a reserve list for up to 6 months. If vacancies with sufficiently similar essential criteria arise we may make offers to those who are on this reserve list. These vacancies may be in other teams in the organisation.

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

28 October 2026 at 11:59pm

Interview dates

From w/c 2 November 2026