At a Glance
- Tasks: Lead a dynamic team to resolve pension complaints and ensure smooth operations.
- Company: Join the Pensions Ombudsman, a fast-growing independent body in Canary Wharf.
- Benefits: Enjoy a competitive salary, generous leave, and various pension options.
- Other info: Flexible working culture with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Experience in team management and a passion for customer service.
The predicted salary is between 54510 - 54510 £ per year.
The Pensions Ombudsman is growing fast and is a great place to work. We have an exciting opportunity for a Casework Team Manager to join our team based in Canary Wharf, where we currently operate an agile working policy of 20% office attendance and a flexible working culture. You will be working full or part-time on a permanent contract and will receive a competitive salary of £54,510 per annum pro rata.
We offer several pension options as part of the Civil Service Pension Scheme, including defined benefits. In addition, we are an accredited Disability Confident Employer, and we welcome applicants from under-represented groups.
Salary and benefits
- Starting salary of £54,510 per annum pro rata
- 27.5 days annual leave increasing to 32.5 depending on length of service plus the option to buy and sell annual leave
- Discretionary staff reward scheme
- Comprehensive support for growth with learning and development programme to boost your career
- 24/7 Free confidential employee assistance programme
- Discounted health benefits and employee discount scheme across hundreds of retailers
- Access to Staff Networks and social activities
- Sabbatical after qualifying period
- A culture of reward with annual performance bonus
- Eye test and flu jab reimbursements
- Access to a Cycle to work scheme
Diversity and Inclusion
We are an accredited Disability Confident Employer and welcome applications from under-represented groups. We encourage applications from people of all backgrounds and aim to create a workplace where everyone feels valued and has a sense of belonging.
Who are we?
As a totally independent body, not part of the pensions industry or government, we investigate and make decisions when someone has been unable to resolve a complaint about how their pension has been managed. Our service is free, but we have legal powers to make decisions that are final, binding, and enforceable in court. Our work can be challenging and high-profile, delivering a fair outcome for the individual and highlighting where the pensions industry can improve. Focusing on the facts, we must be balanced, fair and totally independent.
Purpose of the role
Our casework teams investigate complaints and work with stakeholders to resolve complaints in the most appropriate and timely manner. As a Team Manager you will oversee a team to ensure day-to-day operations run smoothly and targets are met. You will provide guidance, support, and quality assurance and outcomes within the team, escalating more complex or sensitive issues to the Head of the department.
Key responsibilities:
- Supervise and support team members, providing constructive feedback on casework.
- Carry out regular team meetings and one-to-ones.
- Support staff development through agreed learning plans and monitor individual performance to ensure targets and objectives are achieved.
- Monitor team workload and flag team capacity issues to the Head of the department.
- Maintain a quality service and provide customer service support to the team, monitoring switchboard calls (and sometimes handling escalated calls) and resolving service complaints or customer service issues.
- Ensure phones and live chat are covered through suitable rota planning and that work from all sources is prioritised accordingly and appropriately.
- Contribute towards guidance notes providing internal advice, guidance and training as required on technical issues.
- Ensure TPO’s processes and procedures are adhered to within the team and delivery of output is in line with TPO’s requirements.
- Support resource planning and succession within the team with oversight from the Head of the department.
- Participate in the development of quality assurance processes, with final approval from the Head of the department.
- Escalate complex or high-risk cases to Head of department for review.
- Support allocation of cases and tasks, ensuring fair distribution within the team.
- Where applicable, monitor and assess the process for dealing with casework outcomes including the provision of feedback to other Team Managers and where applicable, liaise with the Ombudsman.
- Any other reasonable duties as required by the Head of department.
Please refer to the Job Description for further information. We will shortlist and interview on a rolling basis, without waiting for a set closing date. Therefore, this vacancy may be withdrawn at short notice. In line with our policy, candidates deemed appointable through a fair and open competition will be kept on a reserve list for up to 6 months. If vacancies with sufficiently similar essential criteria arise, we may make offers to those who are on this reserve list. These vacancies may be in other teams in the organisation.
Closing date: 24 August 2026 at 11:59 pm
Interview dates: from week commencing 1 September 2026
All applicants must have a right to work in the UK and be prepared to be security cleared to Baseline Personnel Security Standard, which requires a basic disclosure from the Disclosure and Barring Service.
Casework Team Manager (For Internal Staff Only) employer: The Pensions Ombudsman
As a leading employer in the legal sector, we offer a dynamic work environment at our Canary Wharf location, where collaboration and professional growth are at the forefront of our culture. Our commitment to employee development is reflected in our comprehensive learning programmes, generous annual leave, and a supportive atmosphere that values diversity and inclusion. Join us to be part of a team that not only prioritises legal excellence but also fosters a rewarding and engaging workplace for all.
StudySmarter Expert Advice🤫
We think this is how you could land Casework Team Manager (For Internal Staff Only)
✨Dive into Local Government Events
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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 Casework Team Manager (For Internal Staff Only)
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 The 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 The Pensions Ombudsman
✨Get to Know Public Sector Values
Before your interview with The 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 The Pensions Ombudsman.
