Casework Administrator

Casework Administrator (Flexi, Hybrid, Benefits)

The Pensions Ombudsman is growing fast and is a great place to work. We have an exciting opportunity for a number of vacancies for Caseworker Administrator 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 fixed term contract (with the potential to convert to a permanent contract) and will receive a competitive salary of £33,310 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

As well as a starting salary of £33,310 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

• 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 pensions industry can improve. Focusing on the facts, we must be balanced, fair and totally independent.

Purpose of the role

Working within one of TPOs casework teams, such as Adjudication, Resolution, Case Assessment or Casework Support, the Casework Administrator provides administrative support in relation to the management and progression of pension complaints. This is a varied administrative role which will have some core responsibilities, but activities will vary according to business needs.

Key responsibilities

• Accurately updating and maintaining TPO’s Case Management System database.

• Sending emails and letters to applicants and respondents as well as responding to their queries in writing and on the phone.

• Preparing cases for allocation which could include gathering further information from applicants and respondents.

• Creating/updating spreadsheets to manage/monitor cases.

• Supporting with general administration tasks such as scanning incoming post and document management within the Case Management System

• Supporting service improvement initiatives or projects as required.

• Working flexibly across the organisation as necessary and any other duties that may reasonably 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: 15th June 2026 at 11:59pm

Interview dates: From w/c 16th June 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 Casework Administrator, please click ‘apply’ today. We would love to hear from you!