Senior Resolutions Case Handler - Pension Protection Fund : Job Details

Senior Resolutions Case Handler

Croydon office location with hybrid working

£39,000 to £43,000 per annum plus Civil Service Pension

Contract Type: Permanent

Position type: We have 2 Roles available - one is full time and other is part time (3 days per week)

We’re the Pension Protection Fund. We protect millions of people in the UK who belong to defined benefit pension schemes. When these schemes fail, we’re ready to help.

We do this by paying our members, by charging a levy and by investing sustainably. Our work has a real impact on people’s lives, so we strive to do it well, with integrity and their future in mind.

Our Resolutions Team is recruiting! We have 2 positions available for Senior Resolution Case Handler’s. One of the positions is a full-time opportunity and the other is a part time opportunity working 3 days per week (ideally Wednesday, Thursday and Friday).

These positions are a great opportunity for you to use your strong knowledge of DB pension scheme administration to support the Resolutions Team in managing the non-statutory and statutory complaints process.

Many would think this role is complaint dominated, however it’s a very varied role. The central part of this position involves investigating and resolving members concerns and liaising with many different areas of the PPF and third parties to achieve this. If you’re interested in a fluid workload, where no two days are the same, this opportunity could be for you.

You will be required to support and provide guidance to the Resolution Case Handlers to ensure that appropriate and accurate responses are given to all complaints and act as a mentor, reviewer, and authoriser, as well as providing technical knowledge. You will also deputise for the team leader as and when required.

Within this position you will also be required to investigate, resolve, and respond to complex complaints that arise from our members, industry professionals and MPs.

You will use a number of techniques including research and investigation and engagement with internal experts and external partners. You will make recommendations on statutory complaints and present cases to our Senior Panel Members, then perform Root Cause Analysis to enable improvements to communication and processes, where appropriate.

Our ideal candidates will have comprehensive experience of DB pension scheme administration, recent experience of managing complex complaints or queries and excellent written and grammatical skills. They will be able to plan, organise and prioritise their workload, working to a high level of accuracy.

Sound like you? Apply now.

In return for your skills, experience and commitment we’ll give you a challenging role within a business where you’ll get the support you need to develop your career. We’ll also give you lots of opportunities for personal development and skills training. Our Croydon office is just across the road from East Croydon station, which is around 15 minutes from Victoria or London Bridge, 10 minutes from Clapham Junction or half an hour from St Pancras. (Croydon Only)

We’re proud to be a Disability Confident Leader, the highest accreditation under the Disability Confident Scheme. If you have a disability and meet the essential criteria for this role you will be guaranteed an interview.

We embrace diverse talent welcoming people with different beliefs, backgrounds and ways of working. Whatever your background, and however you identify, you’ll be welcome here.

We’re happy to talk about flexible working

No agencies please