Deputy Chief Operating Officer (Casework)
Up to £92,916 (with increased pay award pending)
London, with some home working
The Pensions Ombudsman (TPO) plays a unique and vital role in the UK’s pensions landscape. As an independent body, TPO investigates and determines complaints about how pensions are administered and managed. Each year we handle around 9,000 enquiries and 11,000 complaints, delivering fair outcomes, influencing industry standards, and ensuring confidence in the pensions system. With a dedicated team of nearly 190 employees and approximately 150 volunteers, we are an organisation that is growing, modernising, and committed to continuous improvement. Our work can be challenging and high-profile, delivering a fair outcome for the individual and highlighting where the pensions industry can improve
Our Deputy COO (Casework) is a key member of our executive team leading on the delivery of a seamless, integrated and high quality operational service. Reporting directly to the Chief Operating Officer and with high levels of autonomy and authority, you will run the casework teams, accounting for 140 of our 190 staff, working directly with our customers and strategic cross-cutting projects and initiatives to improve our services. This is a robust operational delivery role, leading organisation-wide planning, co-ordination and delivery of the ‘Customer Journey’. It also includes operational oversight of all Casework functions. Building on significant improvements in performance and productivity in recent years, you will continue that journey in identifying new opportunities for technology and automation to meet the increasing demand for services.
You will bring significant experience of leading the delivery of a customer-facing service, alongside major cross-cutting projects and organisational leadership initiatives. You will have a proven history of effectively and consistently delivering high-volume casework and customer contact within a complex environment, leading an engaged and high performing team in doing so. Your approach is collegiate, and your communication skills are excellent, with a vision for how technology can deliver continuous improvement. It would be helpful if you also had prior experience in a comparable operational arena such as Ombuds or casework, but this is not essential. This will be a demanding role, and you will need to demonstrate high levels of personal resilience in managing competing pressures and a clear commitment to high standards of public service delivery, able to engage and inspire confidence at all levels of a complex organisation.
This role offers a chance to support the delivery of critical services to consumers in their time of need. With generous flexible and home working policies, and an engaged and motivated team, we can provide the platform you need to deliver exceptional results. To apply and for further details, including contact details for an informal conversation about the role and your suitability, please click Apply.
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 has a sense of belonging.
Closing date: 5pm Monday 10th August
Deputy Chief Operating Officer (Casework) • london (city of london), south east england, uk
Chief Operating Officer / Deputy CEO.THE MICHAEL ROBERTS CHARITABLE TRUST.THE MICHAEL ROBERTS CHARITABLE TRUST provided pay range.This range is provided by THE MICHAEL ROBERTS CHARITABLE TRUST.Your... Show more
Hours helps talented people work on the world’s most pressing problems, especially mitigating risks from advanced AI.Millions of people engage with our content each year, and thousands have changed... Show more
Chief Officer for a crude oil tanker, set to join by May 22, 2026.This entry-level position requires previous Vships experience.Employment type is contract, and there are no recruitment fees charge... Show more
The Chief Executive is responsible for the overall leadership, strategic direction, management, and sustainability of ILPA.Develop and deliver ILPA’s organisational and project strategies with the ... Show more
Stableton is a globally leading, tech- and data-driven institutional investor in private blue-chip tech companies.We empower institutional investors, private banks, and wealth managers to benefit f... Show more
Salary: £34,359 - £42,759 plus Van, Tools, Company Bonus Scheme and regular overtime.Before applying for this role, please read the following information about this opportunity found below.We have ... Show more
Artist’s Studio Company(ASC) is oneof London's leadingarts charities, celebratingover 30 yearsof supporting artists, makers and creativecommunities.Today,ASC manages13 buildings acrosssix London bo... Show more
Competitive salary packageMy client is expanding and looking for an exceptional Deputy CEO who has experience of working within the Energy/Power Sector across EMEA.RequirementsCEO or Management Dir... Show more
Get AI-powered advice on this job and more exclusive features.Remote/Hybrid working (UK-based).Remote‑first, may require occasional meetups with the Senior Leadership Team.We’re looking for an expe... Show more
A dynamic marketing firm in London seeks a Chief Commercial Officer to lead a high-performing marketing team.With over 10 years of experience, you'll develop and implement strategies while collabor... Show more
At Omnea, we’re reinventing how enterprise businesses operate, starting with the most painful parts:.Finance, Legal, Security, and IT.M from Khosla Ventures, Insight Partners,.Our AI-native platfor... Show more
Chief Executive Officer – Lendle Institutional Credit Platform on Canton.Ergonia Labs is a crypto-native venture studio and DeFi trading firm backed by DRW and Cumberland.We build, fund, and scale ... Show more
We have an exciting opportunity for a Stakeholder Engagement Officer on a three month fixed term contract to play a key role in delivering one of our major corporate priorities.At the Solicitors Re... Show more
Job Description Sous Chef /n Join an Award-Winning Gastro Pub Team /n Are you an experienced Sous Chef looking for your next exciting opportunity? We're recruiting for a thriving, award-winning ... Show more
Counter Terrorism Policing is seeking a Chief of Staff to ensure the efficient operation of the Headquarters.The role involves overseeing critical tasks, managing cross-pillar activities, and influ... Show more
Chief Development Officer - Maritime Transportation/Shipping.On behalf of a key client in the maritime transportation/shipping sector, we are seeking an exceptional Chief Development Officer (CDO) ... Show more
A cutting-edge technology company in London is seeking a Chief of Staff to partner with the VP of Growth.The role entails overseeing strategic business initiatives, managing key relationships, and ... Show more
We are an early-stage deep-tech photonic bio-sensing company combining silicon photonics, micro-fluidics, and applied AI to bring high-end optical instrumentation out of the central lab and onto a ... Show more
Chief Business Development Officer - Remote Role Job Openings Chief Business Development Officer - Remote Role About the job Chief Business Development Officer - Remote Role Exciting Opportunity as... Show more
A unique business is looking for a Deputy Chief Actuary, with a pricing-focused background to join them and help drive profitability as they look to grow.This person will also have the opportunity ... Show more
