GatenbySanderson
Deputy Chief Operating Officer (Casework)
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Deputy Chief Operating Officer (Casework)
Up to £92,916 (with increased pay award pending)
London, with some home working
This job post will be advertised for a minimum period of two weeks on LinkedIn. After this time please apply directly to https://www.gatenbysanderson.com/job/GSe134339/ until the closing date of 5pm Monday 10th August.
About the Role
The Pensions Ombudsman (TPO) plays a unique and vital role in the UK’s pensions landscape. As an independent body, TPO investigates and determines complaints about how pensions are administered and managed. Each year we handle around 9,000 enquiries and 11,000 complaints, delivering fair outcomes, influencing industry standards, and ensuring confidence in the pensions system. With a dedicated team of nearly 190 employees and approximately 150 volunteers, we are an organisation that is growing, modernising, and committed to continuous improvement. Our work can be challenging and high-profile, delivering a fair outcome for the individual and highlighting where the pensions industry can improve.
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Key Responsibilities
- Leading on the delivery of a seamless, integrated and high quality operational service.
- Reporting directly to the Chief Operating Officer with high levels of autonomy and authority.
- Running the casework teams, accounting for 140 of our 190 staff.
- Working directly with our customers and strategic cross-cutting projects and initiatives to improve our services.
- Leading organisation-wide planning, co-ordination and delivery of the ‘Customer Journey’.
- Operational oversight of all Casework functions.
- Building on significant improvements in performance and productivity in recent years.
- Identifying new opportunities for technology and automation to meet the increasing demand for services.
Requirements
- Significant experience of leading the delivery of a customer-facing service.
- Proven history of effectively and consistently delivering high-volume casework and customer contact within a complex environment.
- Leading an engaged and high performing team.
- Collegiate approach and excellent communication skills.
- Vision for how technology can deliver continuous improvement.
- Prior experience in a comparable operational arena such as Ombuds or casework would be helpful but is not essential.
- High levels of personal resilience in managing competing pressures.
- Clear commitment to high standards of public service delivery.
- Ability to engage and inspire confidence at all levels of a complex organisation.
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Benefits
- Chance to support the delivery of critical services to consumers in their time of need.
- Generous flexible and home working policies.
- Engaged and motivated team.
Application Process
To apply and for further details, including contact details for an informal conversation about the role and your suitability, please click Apply.
Our Commitment
We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and has a sense of belonging.
Closing Date
5pm Monday 10th August.
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