Head of Resolution

7 days ago

London, Greater London, United Kingdom The Pensions Ombudsman Full time

The Pensions Ombudsman has an exciting opportunity for a Head of Resolution to join our team based in Canary Wharf, where we currently operate an agile working policy.

You will be working full or part-time on a permanent contract and will receive a competitive salary of £59,099 per annum which includes a number of pension options including the Staff benefit discount platform.

In addition, we are a Disability Confident accredited employer.

Salary and benefits:

As well as a starting salary of £59,099 per annum, we offer:

  • 27.5 days annual leave
  • Flexible working between 7 am 7 pm
  • Discretionary staff reward scheme
  • Comprehensive learning and development programme
  • Mentoring opportunities
  • Free employee assistance programme
  • Staff benefit discount platform
  • Range of Staff Networks and social activities

Who are we?:


It is an exciting time for TPO, with additional funding enabling a significant expansion of our staff numbers from around 170 and adopting new technical ways of working to manage an increased demand for our service.


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.

About the role:

The Head of Resolution is responsible for the leadership and management of the area of Casework that:

  • Aims informally resolve pensions complaints as early as possible in our casework process. supports and develops TPO's network of volunteers. TPO's volunteers assist with resolving pension complaints. TPO is looking to extend the volunteers' range of activity to fully utilise their skills and knowledge.


The Head of Resolution provides the vision and direction needed to drive the sustainable performance of their area of responsibility, by providing oversight and guidance to the managers who are responsible for the day-to-day management of their teams to deliver a service in line with the aims and objectives for the section and TPO.


The Head of Resolution ensures the effective and efficient use of their resources and is responsible for developing the overall capabilities of all staff within their area of responsibility.


Key duties

  • Oversee the work of the teams within their area of responsibility and the transfer of work to/from other areas between.
  • Lead and deliver TPO's volunteer strategy.
  • Providing senior advisory support to staff and volunteers within their area of responsibility.
  • Provide accurate and timely management reporting for their area of responsibility at relevant forums across TPO as a member of the Senior Leadership Team.
  • Provide quarterly management planning for their area of responsibility to deliver its objectives and ensure they support TPO in meeting its corporate objectives.
  • Work with senior managers and staff across TPO to improve insight and information sharing, including spotting issues and trends within their area and providing creative thinking around process development and service improvement.
  • Developing staff, ensuring plans are in place for their learning and development.
  • Managing individual performance and development for direct reports and monitoring performance and development of all staff in their area of responsibility.
  • Working flexibly across Casework as necessary and any other duties that may reasonably be required. Person specification

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: 7th January 2024_

_Interview Dates :
week commencing 8th January 2024_


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.


If you feel that you have the skills and experience required to become our Head of Resolution please click 'apply' today.

We would love to hear from you

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