DWP vacancies

The Pensions Ombudsman (TPO) provides an accessible, free and impartial service for people with complaints about their pension scheme to help them resolve their dispute without having to go to court. The decisions of the Ombudsman are legally binding but in the first instance the organisation will try to resolve issues and disputes informally.

TPO has undergone significant growth in recent years as pension membership has grown and it has taken on new responsibilities. The organisation has also undergone major transformation including redesign of the customer journey to provide a more modern digital experience.

The TPO Board was established following a review in 2019 which recommended that a full board structure with a majority of NEDs be put in place to improve the governance of the growing organisation.

DWP is seeking a Deputy Pensions Ombudsman to provide an enhancement to the body. The DPO acts independently to the Ombudsman, with the same powers, and ensures that complainants receive timely determinations as well as supporting decision making and contingency in the event of an extended absence by the Pensions Ombudsman. The same would apply in cases where the Pensions Ombudsman has a conflict of interest. The role of Deputy Pensions Ombudsman post does not bring with it any management responsibility for the running of The Pensions Ombudsman’s office.

The role of the Deputy Pensions Ombudsman:

• Investigating and determining pensions complaints;
• Investigating and determining complaints and reviewable matters concerning the Pension Protection Fund;
• Hearing appeals against decisions made by the Financial Assistance Scheme manager;
• Maintaining a high standard of decision-making in terms of personal decisions and contributing to consistency of approach in decision-making across the office;
• Supporting and advising case workers on approaches to individual cases; and
• Where required supporting the Ombudsman in building constructive and effective relationships with external and internal stakeholders including DWP.

Essential criteria

Successful candidates will need to demonstrate:

• Experience of dispute resolution or adjudication;
• Ability to work autonomously on complex issues;
• A proven ability (experience) of making decisions requiring the analysis of complex issues with possibly significant legal and financial consequences with the ability to articulate technical communications for a lay audience;
• A proven ability in weighing evidence, setting out reasoned decisions and understanding principles of legislation; and
• Up to date working knowledge of the regulatory regime surrounding pensions and its practice;

Desirable criteria

• Excellent stakeholder management and communication skills, in particular the ability to engage and build effective relationships quickly with policy makers and other key stakeholders in the pensions industry.
• Understanding of the role of an ombudsman or experience of resolving complaints from consumers/members of the public;
• Knowledge of the environment within which the public sector operates or a willingness to develop this.

Location: The role is home based with an option to work out of the office.

Remuneration: £49,108.80

Time Commitment: A minimum time commitment of 10 days per month, 120 days annually. Additional days may be approved and paid on a pro rata basis.

Length of Term: Fixed term of between three and five years.

The vacancy closes on 05/04/24 at 17:00.  For more information and to apply to this role please visit the link below.

Role details – Deputy Pensions Ombudsman – Apply for a public appointment – GOV.UK (apply-for-public-appointment.service.gov.uk)