Quality Assurance Officer (Flexi, Hybrid)

The Pensions Ombudsman is growing fast and is a great place to work. We have an exciting opportunity for a Quality Assurance Officer 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.

• 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.
• Test and flu jab reimbursements.

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.

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.

The role of a Quality Assurance Officer is to work with the Quality Assurance Team Manager to continuously improve and maintain the Customer Journey Quality Framework. As part of the Quality Team, the post holder will conduct thorough quality assessments, observe customer interactions, and provide feedback to support colleagues across the organisation to deliver a high quality service in line with the aims and objectives of TPO.

Key responsibilities:

• Work with the Quality Assurance Team Manager to assess QA needs from an initial enquiry to a final determination and provide support to ensure the framework adheres to regulatory requirements and best practice.
• Conduct quality assessments on telephone and written cases to identify potential development areas, training needs and best practices.
• Assist with the running of projects related to the Customer Journey Quality Framework and conduct one‑on‑one and/or group training sessions to embed the framework.
• Collate and review data to identify trends and share with the organisation.
• Create weekly/bi‑weekly or monthly reports of quality results; sharing best practices and/or development areas with the relevant team managers.
• Provide feedback, coaching and mentoring to colleagues at different levels across the organisation.
• Always consider outcomes in the interest of the customer, the organisation and colleagues.
• Feed in ideas to continuously revise, update and improve the model.
• Update quality documents when necessary.
• Any other duties that may reasonably be required.

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: 19 January 2026 at 11:59pm. Interview dates: From w/c 12 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 Quality Assurance Officer, please click ‘apply’ today. We would love to hear from you!