At a Glance
- Tasks: Lead casework teams and enhance customer service delivery in a dynamic environment.
- Company: The Pensions Ombudsman, a vital independent body in the UK pensions landscape.
- Benefits: Up to £92,916 salary, flexible working, and a supportive team culture.
- Other info: Join a diverse team committed to continuous improvement and public service excellence.
- Why this job: Make a real impact on people's lives while improving industry standards.
- Qualifications: Experience in customer-facing services and leadership in complex environments.
The predicted salary is between 92916 - 92916 £ per year.
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.
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
Deputy Chief Operating Officer (Casework) in London employer: Pensions Ombudsman
The Pensions Ombudsman (TPO) is an exceptional employer, offering a unique opportunity to lead a dedicated team in delivering vital services within the UK’s pensions landscape. With a strong commitment to diversity, inclusion, and employee wellbeing, TPO fosters a supportive work culture that values every individual, while providing generous flexible and home working policies. As part of a growing organisation, you will have the chance to drive continuous improvement and innovation, making a meaningful impact on the lives of consumers during critical times.
StudySmarter Expert Advice🤫
We think this is how you could land Deputy Chief Operating Officer (Casework) in London
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like Pensions Ombudsman, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
✨Utilise Your University’s Resources
If you’re freshly graduated or still studying, make the most of your university's careers service. They often have exclusive partnerships with companies like Pensions Ombudsman and can help you get your foot in the door for these full-time public sector roles.
✨Stay Updated with Government Initiatives
Keep your finger on the pulse regarding new government projects and policies. Understanding current initiatives can give you a leg up in interviews, showing that you are informed and genuinely interested in making a difference in the public sector.
We think you need these skills to ace Deputy Chief Operating Officer (Casework) in London
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Pensions Ombudsman and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Pensions Ombudsman
✨Get to Know Public Sector Values
Before your interview with Pensions Ombudsman, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Pensions Ombudsman.
