The Pensions Ombudsman
Casework Team Manager (For Internal Staff Only)
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The Pensions Ombudsman is growing fast and is a great place to work. We have an exciting opportunity for a Casework Team Manager 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 £54,510 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 £54,510 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.
- Access to a Cycle to work scheme.
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.
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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
Our casework teams investigate complaints and work with stakeholders to resolve complaints in the most appropriate and timely manner.
As a Team Manager you will oversee a team to ensure day-to-day operations run smoothly and targets are met.
You will provide guidance, support, and quality assurance and outcomes within the team, escalating more complex or sensitive issues to the Head of the department.
Key responsibilities:
- Supervise and support team members, providing constructive feedback on casework.
- Carry out regular team meetings and one to ones.
- Support staff development through agreed learning plans and monitor individual performance to ensure targets and objectives are achieved.
- Monitor team workload and flag team capacity issues to the Head of the department.
- Maintain a quality service and provide customer service support to the team, monitoring switchboard calls (and sometimes handling escalated calls) and resolving service complaints or customer service issues.
- Ensure phones and live chat are covered through suitable rota planning and that work from all sources is prioritised accordingly and appropriately.
- Contribute towards guidance notes providing internal advice, guidance and training as required on technical issues.
- Ensure TPO’s processes and procedures are adhered to within the team and delivery of output is line with TPO’s requirements.
- Support resource planning and succession within the team with oversight from the Head of the department.
- Participate in the development of quality assurance processes, with final approval from the Head of the department.
- Escalate complex or high-risk cases to Head of department for review.
- Support allocation of cases and tasks, ensuring fair distribution within the team.
- Where applicable, monitor and assess the process for dealing with casework outcomes including the provision of feedback to other Team Managers and where applicable, liaise with the Ombudsman.
- Any other reasonable duties as required by the Head of department.
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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. 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.
Closing date: 24 August 2026 at 11:59 pm
Interview dates: from week commencing 1 September 2026
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.
If you feel that you have the skills and experience required to become our Casework Team Manager please click ‘Apply’ today. We would love to hear from you!
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