Deputy Casework Director £67,302 to £77,656 per annum Canary Wharf, London A description of the work of the Pensions Ombudsman When someone has tried to resolve a problem with their pension and isn’t satisfied with the outcome, they can ask us to help. We are an independent organisation set up by law to investigate complaints about pension administration. We also consider complaints about the actions and decisions of the Pension Protection Fund (PPF) and about some decisions made by the Financial Assistance Scheme (FAS). We look at the facts, without taking sides. And we have legal powers to make decisions that are final, binding and enforceable in court. Our service is free. We are funded by grant-in-aid paid by the Department for Work and Pensions (DWP). The grant-in-aid is largely recovered from the general levy on pension schemes administered by the Pensions Regulator. Around 80 staff work here, of which 60 are directly involved in one of two casework workstreams: the resolution service” which deals with complaints that come to us “early early in the complaint journey (frequently before the problem has been formally considered by the pension scheme or provider) and the service” which deals with “adjudication complaints that could not be resolved informally or during any internal process. On average, we deal with around 12,000 enquiries, 4,000 early resolutions and 1,600 adjudications each year. A significant proportion of cases that go through the adjudication process are resolved without the need for Ombudsman involvement. Purpose of the role The Deputy Casework Director will be responsible for the teams who manage our day to day casework activities and stakeholder engagement. The post holder will have direct line management responsibility for a team of 5 senior managers and indirect responsibility for a team of 60. The Deputy Casework Director reports to the Casework Director. Direct reports First Contact Manager Head of Early Resolution Pathway Manager Casework Manager Stakeholder Manager Key duties Casework Collaborative leadership of the casework management group to deliver a high quality, impartial service to customers Leading on implementing operational casework and stakeholder management initiatives. Leading on casework elements of annual reports and providing input to corporate planning
Deputy Casework Director £67,302 to £77,656 per annum Canary Wharf, London A description of the work of the Pensions Ombudsman When someone has tried to resolve a problem with their pension and isn’t satisfied with the outcome, they can ask us to help. We are an independent organisation set up by law to investigate complaints about pension administration. We also consider complaints about the actions and decisions of the Pension Protection Fund (PPF) and about some decisions made by the Financial Assistance Scheme (FAS). We look at the facts, without taking sides. And we have legal powers to make decisions that are final, binding and enforceable in court. Our service is free. We are funded by grant-in-aid paid by the Department for Work and Pensions (DWP). The grant-in-aid is largely recovered from the general levy on pension schemes administered by the Pensions Regulator. Around 80 staff work here, of which 60 are directly involved in one of two casework workstreams: the “early resolution service” which deals with complaints that come to us early in the complaint journey (frequently before the problem has been formally considered by the pension scheme or provider) and the “adjudication service” which deals with complaints that could not be resolved informally or during any internal process. On average, we deal with around 12,000 enquiries, 4,000 early resolutions and 1,600 adjudications each year. A significant proportion of cases that go through the adjudication process are resolved without the need for Ombudsman involvement. Purpose of the role The Deputy Casework Director will be responsible for the teams who manage our day to day casework activities and stakeholder engagement. The post holder will have direct line management responsibility for a team of 5 senior managers and indirect responsibility for a team of 60. The Deputy Casework Director reports to the Casework Director. Direct reports First Contact Manager Head of Early Resolution Pathway Manager Casework Manager Stakeholder Manager Key duties Casework Collaborative leadership of the casework management group to deliver a high quality, impartial service to customers Leading on implementing operational casework and stakeholder management initiatives. Leading on casework elements of annual reports and providing input to corporate planning