Senior Caseworker (Flexi, Hybrid, Benefits)

The Pensions Ombudsman; City Of London; Hybrid; GBP 47,000; Full time

Job summary

A public independent body is seeking several Senior Caseworkers to manage complex cases and ensure fair resolution within a customer-focused environment. The role includes responsibilities such as mentoring junior staff and maintaining accurate case records. Located in Canary Wharf, the position offers a competitive salary of £46,194 pro rata along with various pension options and generous annual leave. Join a growing organization that values inclusivity and development, and enjoy a flexible working culture.

Benefits

Several pension options

27.5 days annual leave

Discretionary staff reward scheme

Learning and development program

24/7 employee assistance program

Discounted health benefits

Access to Staff Networks

Sabbatical after qualifying period

Annual performance bonus

Eye test and flu jab reimbursements

Qualifications

• Right to work in the UK is mandatory.
• Prepared for security clearance to Baseline Personnel Security Standard.

Responsibilities

• Manage complex cases that require formal investigation.
• Ensure casework management system is accurately updated.
• Investigate and write outcomes on the merits of complaints.
• Mentor and train less experienced staff.
• Develop relationships for effective case management.

Skills

Customer focused approach

Impartiality

Case investigation

Mentoring

Relationship development

Job description

The role of a Senior Caseworker is to work within one of TPO’s casework teams, such as Adjudication, Early Resolution, Assessment or Contact & 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.

• 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 concise, 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 others.
• Ensure that TPO’s processes and procedures are adhered to.
• Develop relationships, both internal and external, that will enable effective management of 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.

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 Senior 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 £46,194 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.

As well as a starting salary of £46,194 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 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.