Adjudication Team Manager (Maternity Cover)

The Pensions Ombudsman has an exciting opportunity for an Adjudication Team Manger 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 12-month, fixed-term contract and will receive a competitive salary of £52,794 per annum pro rata. We offer several pension options as part of the Civil Service Pension Scheme, which has 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 £52,794 per annum pro rata, we offer:

• 27.5 days annual leave

• Flexible working

• The option to buy and sell annual leave

• Discretionary staff reward scheme

• Comprehensive learning and development programme, including mentoring opportunities

• Free employee assistance programme

• Staff benefit discount platform

• Range of Staff Networks and social activities

• Sabbatical after qualifying period

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and 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

The role of TPO's Casework Adjudication teams is to investigate complaints (in conjunctionwith the legal team if necessary) and to decide on the most appropriate outcome.

Team Managers

• Are responsible for managing a team of Senior Adjudicators and/or Adjudicators ofvarious grades, skills and experience to ensure the whole team is performing to the bestof their ability.

• Are responsible for providing advisory support, quality assurance and take responsibilityfor successful delivery within the team.

• Where applicable, are responsible for managing Senior Adjudicators working on thequality assurance of Opinions and Determinations drafted within the AdjudicationTeams.

Key responsibilities

Management

• Direct line management responsibility for approximately 8 to 10 Adjudicators.

• Provide technical advice and support to the team.

• Motivate the team and communicate positively.

• Conduct regular team meetings and carry out planning and co-ordination activities.

• Turnover and succession planning.

• Monitor staff workload and team capacity.

• Strategically think about learning and development for staff.

• Monitor and manage individual performance consistently and fairly.

Casework Delivery

• Develop and agree a Quality Assurance process for the team with the Head of Adjudication.

• Review and develop appropriate escalation processes for cases and issues within the team.

• Participate in casework processes such as allocation of cases, developing specialisation within the team and allocation of cases and tasks in relation to Opinion and Determination reviews.

• Where applicable, monitor and review the process for dealing with Opinion and Determination reviews including the provision of feedback to other Team Managers.

• Where applicable, liaise with the Ombudsman in relation to issues arising from the review of Opinions and Determinations.

Other

• Support the Head of Adjudication and other managers in policy processes, reports and proposals.

• Ensure compliance with organisational goals and values within team.

• Provide performance reports to the Head of Adjudication in relation to team performance, targets and deadlines.

• Work collaboratively with other Team Managers to generate co-ordinated reports about team performance, targets, and deadlines across the adjudication teams.

• 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: 25July 2025 at 11:59 pm

Interview date: From w/b 28 July 2025