Senior Caseworker; Flexi, Hybrid

The Pensions Ombudsman
isgrowing fastandisagreat placeto work. We have an exciting opportunity for several
Senior Caseworkers
to join our team based in Canary Wharf, where we currentlyoperatean agile working policyof 20% office attendance and a flexible workingculture. You will be working full or part-time on a
permanent contract
and will receive a competitive
salary of £46,194per annumpro rata
.We offer several pension options as part of the Civil Service Pension Scheme, includingdefined benefits. In addition, we are an accredited Disability Confident Employer, and we welcome applicants from under-represented groups.

As well as a starting salary of£46,194
per annumpro rata,we offer:

• Several pension options as part of the Civil Service Pension Scheme, includingdefined benefits.
• 27.5 days annual leave increasing to 32.5 depending on length of service plus theoptionto buy and sell annual leave
• Discretionary staff reward scheme
• Comprehensivesupport for growth with learning and developmentprogrammeto boost your career
• 24/7 Free confidential employeeassistanceprogramme
• Discounted health benefit sand 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 andflu jabreimbursements

We arean accredited Disability Confident Employer and welcome applications from under-represented groups. We encourage applications from people of all background sand aim to create a workplace where everyone feels valued and has a sense of belonging.

Asa totally independentbody, not part of the pensions industry or government, we investigate and make decisions when someone has been unable to resolve a complaintabout 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 thepensionsindustry can improve. Focusing on the facts, we must be balanced,fairandtotally independent.

The role of a Senior Caseworker is to work within one of TPOs casework teams, such as Adjudication, Early Resolution, Assessment or Contact & Support, according to business need. In allcasesthis will require acustomer focused approach to complaint management and resolution, dealing with complex cases and working to ensure fair and rational outcomes in a speedy and proportionate manner. They will need totake into accountrelevant legislation and TPO’s statutory powers and purpose.

• Manage a portfolio of complex cases that require more formal investigation, working within TPO’sstandardsandtaking into account the needs of the parties concerned whilstmaintainingimpartiality. 
• Ensure TPO’s casework management system is updated accurately.
• Investigate cases byidentifyingthe key issues, gathering information asrequiredand examining evidence against the required standards.
• Writeconcise,articulate and well-reasoned outcomes on the merits of complaints.
• Mentor andassistin the training of less experienced members of staff.
• Share knowledge and provide technical support to others.
• Ensure that TPO’s processes and procedures are adhered to.
• Develop relationships, both internal and external, that will enable effective management of caseload.
• Working flexibly across Casework as necessary and any other duties that mayreasonably be required.

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.

Closing date:
30 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, candidatesdeemedappointable through a fair and open competition will be kept on a reserve list for up to 6 months. If vacancies with sufficiently similar essential criteriaarisewe 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 experiencerequiredto become a
Senior Caseworker
,please click ‘apply’ today. We would love to hear from you!