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Role Overview
In this role, you’ll work on complex and sensitive casework that helps ensure members, employers and other customers receive fair, well-evidenced outcomes. Day to day, you’ll:
- Investigate complaints and disputes
- Review evidence
- Prepare clear recommendations
- Respond to external enquiries
- Work with colleagues across Nest and our third-party operational delivery partner to resolve issues
You’ll also use insight from your casework to help identify recurring themes, root causes and opportunities to improve service quality. This role would suit someone who enjoys getting into the detail, can quickly understand complex information and is confident using their judgement to progress work through to a clear conclusion.
This is a 12-month fixed-term contract opportunity.
Minimum Criteria
- Ideally, you’ll have a good understanding of UK pension legislation, automatic enrolment and the role of relevant regulatory bodies, along with previous complaint and dispute handling within the pensions industry.
- Able to quickly understand, interpret and apply complex information, including policy, legislation, operational processes and customer journey detail.
- Demonstrate strong analytical skills, using evidence, case information and management information to identify trends, risks, root causes and improvement opportunities.
- Possess a strong sense of personal accountability and meticulous attention to detail with the ability to manage multiple tasks, prioritise effectively and work to deadlines.
- Able to work effectively both independently and as part of a team, showing initiative and good judgement when progressing work.
- Effectively influence stakeholders and communicate clear, evidence-based recommendations to drive issues to resolution and ensure delivery of agreed actions across Nest and our third-party operational delivery partner.
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Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role.
Flexible and Agile Working
Everyone's personal situation is different.
To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements):
- Hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required)
- Reduce or vary working hours
- Reduce or vary the days worked
- Work compressed hours
- Job share
Directorate/Department Overview
The Services and Solutions (SaS) directorate brings together Nest’s operational delivery, technology, data, and change capabilities to deliver resilient, member-focused services at scale. SaS has accountability for the end-to-end running of Nest’s services, including oversight of customers and scheme operations delivered with strategic partners, along with the design and delivery of change that supports Nest’s long-term strategy.
The directorate provides enterprise-wide leadership across operational delivery, technology and data, working closely with internal teams and external partners to strengthen resilience, assurance, and continuous improvement while ensuring services remain compliant, efficient, and focused on good member outcomes.
SAPE is one of two teams within Scheme Operations and is responsible for retained critical processes and for providing assurance over the service quality, consistency and effectiveness of service delivered across key member and employer journeys. The team plays an important role in protecting good member outcomes, managing risk and identifying opportunities for service improvement through casework insight, quality review and operational oversight.
Within this structure, the Case Manager sits in the case management team and reports to a Senior Case Manager. The role supports the effective management of complex casework by helping ensure cases are investigated thoroughly, evidence is considered carefully and outcomes are fair, clear and well documented. Case Managers also contribute to wider learning and continuous improvement by identifying themes, risks and service issues from their casework.
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Organisational Overview
Nest is an award-winning workplace pension scheme, the largest in the country.
Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you’d expect to find in a thriving business. We’re committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment.
Diversity, Equity and Inclusion
Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of their age, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio economic background.
Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you’re applying through the scheme.
We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications.
If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: careers@nestcorporation.org.uk.
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