The Pensions Ombudsman has an opportunity for an Enquiries Specialist to join our team based in Canary Wharf (with substantial homeworking). You will be working on a full or part time basis and in return, you will receive a competitive salary of £31,643 per annum.
Who are we?

When someone has tried to resolve a problem with their pension and isn’t satisfied with the outcome, that’s where we can step in and help.

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.

Around 110 staff work here handling 14,000 enquiries and conducting in the region of 1,600 formal investigations each year.

About the role of our Enquiries Specialist:

The Enquiries Team is a specialist team within TPO. Enquires Specialists are responsible for assessing and dealing with about 14,000 enquiries a year received by telephone, email, post, live chat and other workstreams. The principles that underpin the Enquiries function are, to engage with the customer, educate/empower the customer and to resolve the enquiry.

Key responsibilities of our Enquiries Specialist:

• Manage a portfolio of allocated enquiries received via telephone and other workstreams, moving flexibly between them.
• Successfully resolve enquiries from members of the public on an informal basis, using experience and pensions knowledge.
• Identify key issues and gather information quickly to progress enquiries within a target timeframe.
• Be the point of contact for referrals from other teams where necessary.
• Deal with enquiries that are suitable for early resolution and share knowledge with colleagues.
• Ensure all enquiries are dealt with comprehensively at first contact, reducing the need for the customer to contact us again.
• Use judgement and understanding of TPO’s policies and procedures to provide guidance and resolve enquiries.
• Maintain awareness of current trends developing in the pension industry, applying this to assist customers and colleagues.
• Identify areas for improvement and proactively implement change that is necessary to improve the customer journey.
• Mentor and assist in training more junior members of staff within the team or other teams within TPO.

Experience we’re looking for in our Enquiries Specialist:

• Working within the pensions industry to a level sufficient to demonstrate in-depth knowledge of occupational and personal pension schemes.
• Dealing with significant volumes of enquiries/cases to a high standard, especially by telephone and communicating clearly with customers via different means.
• Working calmly within a direct customer facing environment
• Using technical knowledge to explore complex issues with customers and give comprehensive accurate guidance
• Independently managing work coming from different workstreams within set standards and time framework.


• Working within a complaint handling organisation.

We offer a range of benefits, including a defined pension scheme, 27.5 days of annual leave and flexible working.

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.

TPO is a Disability Confident accredited employer.

If you feel that you have the skills and experience required to become one of our Enquiries Specialists, please click ‘apply’ today. We would love to hear from you!
Posted: 20/10/2021
Closes: Midnight Sunday 7 November 2021
Canary Wharf
Job type
£31,643 per annum

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