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- Tasks: Assist customers with pension enquiries via phone, email, and live chat.
- Company: Join the fast-growing Pensions Ombudsman team in Canary Wharf.
- Benefits: Competitive salary, flexible working, generous leave, and pension options.
- Why this job: Make a real difference by helping people resolve their pension issues.
- Qualifications: Strong communication skills and a passion for customer support.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
The predicted salary is between 30000 - 42000 £ per year.
The Pensions Ombudsman is growing fast and is a great place to work. We have an exciting opportunity for a number of Contact and Support Specialists 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 £37,500 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 £37,500 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 pension industry can improve. Focusing on the facts, we must be balanced, fair and totally independent.
Purpose of the role
Contact & Support Teams are responsible for assessing and dealing with all the enquiries we receive each year by telephone, e‑mail, post, live chat and other workstreams. The Contact & Support Specialists will also process all new pension complaints up to the point where the issue can either be resolved informally, or the pension complaint is ready to be transferred to the area in TPO best suited to help the applicant.
The principles that enshrine this function are to engage with the customers to educate and empower them to resolve the enquiry or application themselves, and if necessary, ensure that we can deal the matter efficiently by directing it to the right service to help.
Key responsibilities
- Working flexibly across Casework as necessary and any other duties that may reasonably be required
- Regularly deal with enquiries received by telephone, e‑mail, post or live chat
- Validating applications, identifying those which are suitable for early closure and attempting to resolve these as appropriate
- Accurately updating and maintaining TPO’s Case Management System database
- Supporting any service improvement initiatives or projects as required
Please refer to the Job Description for further information.
Shortlisting and Interviewing
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.
Closing date: 2nd February 2026 at 11:59pm
Interview dates: From w/c 19th January on a rolling basis
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.
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.
If you feel that you have the skills and experience required to become our Contact and Support Specialist, please click ‘apply’ today. We would love to hear from you!
Contact and Support Specialist (Flexi, Hybrid) employer: The Pensions Ombudsman
Contact Detail:
The Pensions Ombudsman Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact and Support Specialist (Flexi, Hybrid)
✨Tip Number 1
Get to know the company! Research The Pensions Ombudsman and understand their mission and values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Contact and Support Specialist, you'll be dealing with enquiries from various channels. Role-play common scenarios with friends or family to boost your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and potentially lead to referrals, which can really boost your chances.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows that you're proactive and serious about joining The Pensions Ombudsman. Don’t miss out on this opportunity!
We think you need these skills to ace Contact and Support Specialist (Flexi, Hybrid)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Contact and Support Specialist. We want to see how you can contribute to our mission at The Pensions Ombudsman!
Show Your Communication Skills: Since you'll be dealing with enquiries via various channels, it's crucial to demonstrate your communication prowess. Use clear and concise language in your application to reflect how you would engage with our customers.
Highlight Relevant Experience: If you've got experience in customer support or handling complaints, make it shine! We love seeing how your past roles have prepared you for this position, so don’t hold back on those examples.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands quickly. Plus, it shows us you're keen to join our team!
How to prepare for a job interview at The Pensions Ombudsman
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact and Support Specialist. Familiarise yourself with how the Pensions Ombudsman operates and the types of enquiries you might handle. This will help you demonstrate your enthusiasm and suitability for the role.
✨Showcase Your Communication Skills
As this role involves dealing with enquiries via various channels, be prepared to discuss your communication style. Think of examples where you've successfully resolved issues or educated customers. Practising clear and concise responses will also help you shine during the interview.
✨Emphasise Flexibility and Adaptability
Given the agile working policy, it's important to highlight your ability to work flexibly. Share experiences where you've adapted to changing circumstances or taken on different responsibilities. This will show that you're ready to thrive in a dynamic environment.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team culture, training opportunities, or how success is measured in the role. This not only shows your interest but also helps you assess if the Pensions Ombudsman is the right fit for you.
