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Contact and Support Specialist

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360 Resourcing Solutions

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

37500.00 GBP / Year
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Job Description:

The Pensions Ombudsman is growing fast and is a great place to work. We have an exciting opportunity for a number of Contact and Support Specialists to join our team based in Canary Wharf, where we currently operate an agile working policy of 20% office attendance and a flexible working culture. You will be working full or part-time on a permanent contract. 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.

Job Responsibility:

  • Assess and deal with all enquiries received each year by telephone, email, post, live chat and other workstreams
  • Process all new pension complaints up to the point where the issue can either be resolved informally or the complaint is ready to be transferred
  • Engage with customers to educate and empower them to resolve the enquiry or application themselves
  • Ensure matters are dealt efficiently by directing to the right service
  • Work flexibly across Casework as necessary
  • Validate applications, identifying those suitable for early closure and attempting to resolve these as appropriate
  • Accurately update and maintain TPO’s Case Management System database
  • Support any service improvement initiatives or projects as required

Requirements:

  • Right to work in the UK
  • Prepared to be security cleared to Baseline Personnel Security Standard
  • Basic disclosure from the Disclosure and Barring Service
What we offer:
  • Several pension options as part of the Civil Service Pension Scheme, including defined benefits
  • 27.5 days annual leave increasing to 32.5 depending on length of service plus option to buy and sell annual leave
  • Discretionary staff reward scheme
  • Comprehensive support for growth with learning and development programme
  • 24/7 Free confidential employee assistance programme
  • Discounted health benefits and employee discount scheme across hundreds of retailers
  • Access to Staff Networks and social activities
  • Sabbatical after qualifying period
  • A culture of reward with annual performance bonus
  • Eye test and flu jab reimbursements
  • Access to a Cycle to work scheme

Additional Information:

Job Posted:
January 06, 2026

Expiration:
February 02, 2026

Work Type:
Hybrid work
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