Type: Full Time
Employer: The Pensions Ombudsman
Location: 10 S Colonnade London E14 4PU
£31,023 per annum
Canary Wharf, London
A description of the work of the Pensions Ombudsman (TPO)
When someone has tried to resolve a problem with their pension and isn’t satisfied with the outcome, they can ask us to help.
We are an independent organisation set up by law to investigate complaints about pension administration. We also consider complaints about the actions and decisions of the Pension Protection Fund (PPF) and about some decisions made by the Financial Assistance Scheme (FAS).
We look at the facts, without taking sides. And we have legal powers to make decisions that are final, binding and enforceable in court. Our service is free.
We are funded by grant-in-aid paid by the Department for Work and Pensions (DWP). The grant-in-aid is largely recovered from the general levy on pension schemes administered by the Pensions Regulator.
Around 90 staff work here, along with around 240 volunteers, dealing with (on average) around 14,000 enquiries and around 5,000 pension complaints each year. A number of these complaints are resolved without the need for a full Ombudsman determination.
Purpose of the role
Before we can look into a pension complaint we need to decide if it’s something we can deal with as we operate under legislation set down by Parliament.
These decisions are made by Jurisdiction Adjudicators, who are responsible for assessing the pension complaints we receive and deciding if we can accept them for investigation in an effective, timely and efficient manner.
The role reports to the Jurisdiction Assessment Manager.
Manage a portfolio of jurisdiction cases and specific jurisdiction tasks created by our Case Assessment Team.
Be able to work on a wide variety of jurisdiction points that arise and make a decision as to whether a complaint can be investigated by the Ombudsman.
Identify key issues and identify key information needed quickly in order to progress cases.
Ensure casework management system is updated at all times with all relevant tasks completed.
Drafting guidance notes on specific jurisdiction matters for Jurisdiction Assessment and Case Assessment Team.
Mentor and assist in training more junior members of staff within the team or other teams within TPO.
Ensure TPO’s processes and procedures are adhered to and deliver work in line with TPO’s requirements.
Any other reasonable duties as required.
Essential skills and experience
General knowledge of occupational and personal pension arrangements.
A good understanding of the range of cases we investigate and the jurisdictional issues that arise.
Good interpersonal, customer service and communication skills both in writing and on the telephone. Able to get a message across in a way that is accessible to the recipient.
Ability to analyse large amounts of information to quickly identify key issues and relevant evidence and be able to summarise complicated case information.
Ability to make sound, well-rounded and evidence-based decisions.
Impartiality when handling cases, including personal information.
An ability to manage a portfolio of cases efficiently.
Desirable skills and experience
You will ideally be able to demonstrate:
An ability to identify patterns and trends in cases.
Competence with IT and Microsoft, and able to learn casework management system/databases quickly.
That you can suggest changes/improvements in procedures.
An ability to remain calm and organised under pressure.
That you work co-operatively with others in a team and share information to support best practice.
An ability to work without direct supervision and use your own initiative when necessary.