Canary Wharf, London
£31,023 per annum plus benefits
When someone has tried to resolve a problem with their pension and isn’t satisfied with the outcome, they can ask us to help.
TPO is a free, independent organisation, funded by grant-in-aid paid by the Department for Work and Pensions (DWP), set up to help people that have any complaints/issues about workplace pensions. We are impartial and aim to constantly support one another to provide the best service we can for the people who need us most.
Purpose of the role
Before we can look into a pension complaint we need to decide if it’s something we can deal with as we operate under legislation set down by Parliament.
These decisions are made by Jurisdiction Adjudicators, who are responsible for assessing the pension complaints we receive and deciding if we can accept them for investigation in an effective, timely and efficient manner.
The role reports to the Jurisdiction Assessment Manager.
- Manage a portfolio of jurisdiction cases and specific jurisdiction tasks created by our Case Assessment Team.
- Be able to work on a wide variety of jurisdiction points that arise and make a decision as to whether a complaint can be investigated by the Ombudsman.
- Identify key issues and identify key information needed quickly in order to progress cases.
- Ensure casework management system is updated at all times with all relevant tasks completed.
- Drafting guidance notes on specific jurisdiction matters for Jurisdiction Assessment and Case Assessment Team.
- Ensure TPO’s processes and procedures are adhered to and deliver work in line with TPO’s requirements.
- Mentor and assist in training more junior members of staff within the team or other teams within TPO.
Your skills and experience
- General knowledge of occupational and personal pension arrangements.
- An understanding of the relevant legislation that governs the operation of TPO.
- A good understanding of the range of cases we investigate and the jurisdictional issues that arise.
- Good interpersonal, customer service and communication skills both in writing and on the telephone. Able to get a message across in a way that is accessible to the recipient.
- Ability to analyse large amounts of information to quickly identify key issues and relevant evidence and be able to summarise complicated case information.
- Ability to make sound, well-rounded and evidence-based decisions.
- Impartiality when handling cases, including personal information.
- An ability to manage a portfolio of cases efficiently.
- An ability to identify patterns and trends in cases.
- Competence with IT and Microsoft, and able to learn casework management system/databases quickly.
- That you can suggest changes/improvements in procedures.
- An ability to remain calm and organised under pressure.
- That you work co-operatively with others in a team and share information to support best practice.
- An ability to work without direct supervision and use your own initiative when necessary.
Closing date: Friday 30 October 2020.
Interview dates: To be confirmed.