Deputy Chief Operating Officer(Casework)
Up to £92,916 (with increased pay award pending)
London, with some home working
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
Our Deputy COO (Casework) is a key member of our executive team leading on the delivery of a seamless, integrated and high quality operational service. Reporting directly to the Chief Operating Officer and with high levels of autonomy and authority, you will run 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. This is a robust operational delivery role, leading organisation‑wide planning, co‑ordination and delivery of the ‘Customer Journey’. It also includes operational oversight of all Casework functions. Building on significant improvements in performance and productivity in recent years, you will continue that journey in identifying new opportunities for technology and automation to meet the increasing demand for services.
You will bring significant experience of leading the delivery of a customer‑facing service, alongside major cross‑cutting projects and organisational leadership initiatives. You will have a proven history of effectively and consistently delivering high‑volume casework and customer contact within a complex environment, leading an engaged and high performing team in doing so. Your approach is collegiate, and your communication skills are excellent, with a vision for how technology can deliver continuous improvement. It would be helpful if you also had prior experience in a comparable operational arena such as Ombuds or casework, but this is not essential. This will be a demanding role, and you will need to demonstrate high levels of personal resilience in managing competing pressures and a clear commitment to high standards of public service delivery, able to engage and inspire confidence at all levels of a complex organisation.
This role offers a chance to support the delivery of critical services to consumers in their time of need. With generous flexible and home working policies, and an engaged and motivated team, we can provide the platform you need to deliver exceptional results. To apply and for further details, including contact details for an informal conversation about the role and your suitability, please click Apply.
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
