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- Tasks: Support casework teams by managing pension complaints and administrative tasks.
- Company: Join the Pensions Ombudsman, an independent body ensuring fair outcomes in the pensions industry.
- Benefits: Enjoy flexible working, generous leave, and a range of employee discounts and support programs.
- Why this job: Make a real impact while working in a supportive, diverse environment that values your contributions.
- Qualifications: Must have the right to work in the UK and be willing to undergo security clearance.
- Other info: Permanent and fixed-term roles available; specify interest in both when applying.
The predicted salary is between 31903 - 44663 £ per year.
The Pensions Ombudsman has an exciting opportunity for a Casework Administrator to join our team based in Canary Wharf, where we currently operate an agile working policy. You will be working full or part-time on a permanent contract and will receive a competitive salary of £31,903 per annum pro rata. We offer several pension options as part of the Civil Service Pension Scheme, which has defined benefits. In addition, we are an accredited Disability Confident Employer, and we welcome applicants from under-represented groups.
Our work can be challenging and high-profile, delivering a fair outcome for individuals and highlighting areas for improvement within the pensions industry. We focus on facts, maintaining a balanced, fair, and independent stance.
Purpose of the role
Working within one of TPO\’s casework teams—such as Adjudication, Resolution, Case Assessment, or Casework Support—the Casework Administrator provides essential administrative support related to the management and progression of pension complaints. This varied role includes core responsibilities, with activities adapting to business needs.
- Accurately updating and maintaining TPO\’s Case Management System database.
- Sending emails and letters to applicants and respondents, and responding to queries via email and phone.
- Preparing cases for allocation, including gathering additional information from parties involved.
- Creating and updating spreadsheets to manage and monitor cases.
- Supporting general administration tasks such as scanning incoming post and managing documents within the Case Management System.
- Contributing to service improvement initiatives and projects as needed.
- Working flexibly across the organization and performing any other duties reasonably required.
All applicants must have the right to work in the UK and be prepared to undergo security clearance to the Baseline Personnel Security Standard, which involves a basic disclosure from the Disclosure and Barring Service.
As a fully independent body, not part of the pensions industry or government, we investigate and decide on complaints when individuals cannot resolve issues about their pension management. Our service is free, with legal powers to make final, binding, and enforceable decisions in court.
In addition to this permanent vacancy, we are also advertising a fixed-term contract (FTC). If interested in both roles, please specify on your application. Shortlisted candidates will be invited for a single interview covering both positions.
Salary and Benefits
As we await the outcome of a pay review, the salary may be higher than advertised if successful. The starting salary is £31,903 per annum pro rata. Benefits include:
- 27.5 days annual leave, increasing to 32.5 days based on length of service.
- The option to buy and sell annual leave.
- Flexible working arrangements.
- Discretionary staff reward scheme.
- Comprehensive learning and development programs, including mentoring.
- 24/7 confidential employee assistance program.
- Discounted health benefits.
- Employee discount scheme across numerous retailers.
- Various staff networks and social activities.
- Sabbatical leave after qualifying period.
We encourage applications from all backgrounds and aim for a diverse workforce that reflects the society we serve. We are committed to diversity, inclusion, and wellbeing, fostering a workplace where everyone feels valued and included.
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Casework Administrator employer: The Pensions Ombudsman
Contact Detail:
The Pensions Ombudsman Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Casework Administrator
✨Tip Number 1
Familiarise yourself with the Pensions Ombudsman and their mission. Understanding their role in resolving pension complaints will help you articulate how your skills align with their objectives during the interview.
✨Tip Number 2
Highlight your organisational skills and attention to detail, as these are crucial for a Casework Administrator. Be prepared to discuss specific examples of how you've successfully managed multiple tasks or projects in previous roles.
✨Tip Number 3
Demonstrate your communication skills by preparing to discuss how you handle queries and correspondence. Think of instances where you effectively resolved issues or communicated complex information clearly.
✨Tip Number 4
Show your adaptability and willingness to contribute to service improvement initiatives. Be ready to share ideas on how you could enhance processes or support the team in achieving their goals.
We think you need these skills to ace Casework Administrator
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Casework Administrator position. Tailor your application to highlight how your skills and experiences align with these specific duties.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in administrative roles. Use bullet points for clarity and focus on achievements that demonstrate your ability to manage tasks effectively.
Write a Compelling Cover Letter: Your cover letter should express your enthusiasm for the role and the organisation. Mention why you are interested in working for The Pensions Ombudsman and how you can contribute to their mission of delivering fair outcomes.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the Casework Administrator role.
How to prepare for a job interview at The Pensions Ombudsman
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Casework Administrator. Familiarise yourself with the key tasks such as managing pension complaints, updating databases, and supporting service improvement initiatives.
✨Showcase Your Communication Skills
As the role involves responding to queries via email and phone, be prepared to demonstrate your communication skills during the interview. Think of examples where you've effectively communicated complex information or resolved issues for others.
✨Highlight Your Organisational Abilities
The position requires strong organisational skills, especially in managing cases and maintaining accurate records. Be ready to discuss how you prioritise tasks and manage your time effectively in previous roles.
✨Emphasise Your Commitment to Diversity and Inclusion
Since the Pensions Ombudsman values diversity and inclusion, share your thoughts on these topics and any relevant experiences. This will show that you align with their values and are committed to fostering an inclusive workplace.