Head of Adjudication (Flexi, Hybrid + Benefits)

The Pensions Ombudsman has an exciting opportunity for a Head of Adjudication 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 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:

• 27.5 days annual leave
• Flexible working between 7 am - 7 pm
• The option to buy and sell annual leave
• 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

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 Head of Adjudication is responsible for the leadership and management of the adjudication teams that investigates and adjudicates complaints within jurisdiction. The Head of Adjudication 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 Adjudication 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 responsibilities

• Oversee the work of the teams within their area of responsibility and the transfer of work to/from other areas.
• Monitoring workloads and capacity across the section (for three adjudication teams and a specialist investigation unit which also has responsibility for reviewing casework outputs).
• Working with team managers and the Deputy Chief Operating Officer (Casework) to share coordinated reports about performance, targets, and deadlines across the section.
• Planning and coordinating activities for the section to enable it to meet its objectives and those of TPO.
• Coordinating activities with other sections within the casework directorate, and with other directorates, to assist TPO in meeting its corporate objectives.
• Spotting issues and trends and developing solutions.
• Providing ongoing creative thinking around the development and improvement of the adjudication section including leading a key workstream as part of our Operating Model Review.
• Providing adjudication expertise and senior advisory support.
• 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 the section.
• 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.
• Working flexibly across Casework 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: 31 October 2024 at 12 am

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 Adjudication, please click 'apply' today. We would love to hear from you!