Senior Caseworker (Flexi, Hybrid + Benefits)

The Pensions Ombudsman; Greater London; Hybrid; GBP 43,000 - 53,000; Full time

Benefits offered by this job

Civil Service Pension Scheme

Discretionary staff reward scheme

Career development & learning

Health benefits & employee discounts

Annual leave increase with length of服务

Job summary

The Pensions Ombudsman in London is seeking a Senior Caseworker to join our team based in Canary Wharf. The role offers a hybrid working model with 20% office attendance and a flexible culture, on a permanent contract with a salary of £47,811 per annum pro rata.

You will manage a portfolio of complex cases, maintain casework records, gather and assess evidence, and produce clear, well-reasoned outcomes while mentoring colleagues and contributing to continuous improvement of our processes.

Qualifications

• Right to work in the UK and be prepared to undergo Baseline Personnel Security Standard clearance.

Responsibilities

• Manage a portfolio of complex cases with impartiality and adherence to standards.
• Ensure casework system records are accurate and up to date.
• Investigate key issues, gather information, and assess evidence.

Job description

The Pensions Ombudsman is growing fast and is a great place to work. We have an exciting opportunity for a Senior 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 £47,811 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 £47,811 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 Senior 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 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 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.

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: 2 November 2026 at 11:59pm

Interview dates: From w/c 9 November 2026