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 please click the Continue link below to download the information pack. If you have any questions, once you have read this pack, please contact Zoe Bennett zoe.bennett@gatenbysanderson.com or Matt Malone matt.malone@gatenbysanderson.com

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.

To view the job description and person specification, please scroll to the bottom of the page, tick to agree to the privacy policy, then click 'Continue to full details'.

Recruitment Timetable

Closing Date - Strictly
17:00 on Monday 10 August 2026

Candidates to be informed of outcome of Longlisting
By Friday 21 August 2026

Preliminary Interviews with GatenbySanderson
w/c Monday 24 August and w/c Monday 31 August 2026

Candidates to be informed of outcome of Shortlisting
By Wednesday 9 September 2026

Final Panel Interviews
w/c Monday 14 September 2026

How to Apply

Please submit the following:

• An up-to-date version of your CV of no more than three pages which provides a clear overview of your career history and any relevant qualifications. Please provide reasons for any employment gaps within the last 5 years.
• A Supporting Statement of no more than 3 pages that provides clear evidence addressing the criteria set out in part one of the person specification. Your supporting statement should explain your motivation for applying for the role and provided clear examples drawn from your experience that demonstrate your ability to meet the criteria.

Please submit your application online. You will be asked to provide your contact details, complete an equality monitoring form (this will appear on screen as part of the application process) and let us know of any dates when you are not available for interview or where you may have difficulty with the indicative timetable. You must also provide details for two referees, one of whom should be your current or most recent employer. These referees will not be approached until the final interview stage and not without your prior permission.