Senior Investigators ( 36,032 to 41,665 per annum)

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1 Vacancies for Investigators ( 29,084 to 34,546 per annum) and s ( 36,032 to 41,665 per annum) Welcome. I m delighted you re interested in working with the Pensions Ombudsman Service. Let me tell you a little more about us so that you can decide if you like what you hear and think you might be the right fit to join us as an Investigator or Senior Investigator. We are a small office - about 45 strong. Strong is the right word, because we have such great people working here. Our aim is to support one another to provide the best service we can for people who use us. What we do makes a real difference to people s lives, particularly at a time when every penny counts; and people have to have faith in pensions if they are to save for tomorrow. As well as our casework and support teams, we currently have an Ombudsman and a Deputy Ombudsman. When an Ombudsman determines a case the decision is legally binding on the parties, subject only to appeal on a point of law to the Courts. However, many of our cases are resolved by our investigators who liaise with the parties, exercising their own judgment on the outcome of the case to reach a settlement. It is essential that we all get things right, we use our powers appropriately, and investigate cases proportionately. I hope this brief overview of what we are about has encouraged you to apply. If it has please read the rest of this information pack, which consists of: a description of the work of the Pensions Ombudsman Service; the job description and person specification; summary of terms and conditions; details of the application and selection process

2 I hope that you will find all you need here, but should you have any further queries about the organisation or the role, please call Elaine Hopkinson, HR Manager or Jane Carey, Business Manager on Please send your application to by 9am on Tuesday 19 May Tony King Pensions Ombudsman

3 A description of the work of the Pensions Ombudsman Service When someone has tried to resolve a problem with their pension and isn t satisfied with the outcome, they can ask us to help. We are an independent organisation set up by law to investigate complaints about pension administration. We also consider complaints about the actions and decisions of the Pension Protection Fund (PPF) and about some decisions made by the Financial Assistance Scheme (FAS). We look at the facts, without taking sides. And we have legal powers to make decisions that are final, binding and enforceable in court. Our service is free. We are funded by grant-in-aid paid by the Department for Work and Pensions (DWP). The grant-in-aid is largely recovered from the general levy on pension schemes administered by the Pensions Regulator. Around 45 staff work here dealing with (on average) around 3,000 enquiries and conducting in the region of 1,000 investigations each year. A number of these investigations are resolved without the need for a full Ombudsman determination. Job role Key duties s/investigators have responsibility for: Ensuring that cases in their care are brought to a conclusion in the most effective, timely and efficient manner that is consistent with the needs of the parties concerned. Identifying the key issues and gathering appropriate information to enable them to progress their cases. Ensuring that the organisation s processes and procedures are followed. Delivering work that is of a quality in line with the organisation s requirements. Dealing with cases in line with the organisation s Aims and Values and in line with their own agreed objectives. Day to day management of their own caseload, including keeping the organisation s casework management system updated at all times and using the system to generate correspondence. Developing relationships, both internal and external, that will enhance their ability to deal with their cases appropriately

4 Any other duties that may reasonably be required. Senior investigators are generally required to deal with the more complex cases, involving a range of issues and often conflicting evidence. In addition to carrying a personal caseload investigators and senior investigators are required to contribute towards activities which benefit the organisation more widely, for example by contributing towards training and development, knowledge management and quality management. Essential skills The successful candidates should be able to: Essential Requirement Demonstrate a detailed knowledge of relevant legislation that governs the operation of the Pensions Ombudsman Service and the complaints we receive. Demonstrate a broad understanding of the relevant legislation that governs the operation of the Pensions Ombudsman Service and the complaints we receive. Demonstrate impartiality at all times when handling cases. Post Investigator Analyse large amounts of information and quickly identify key issues and relevant evidence. Make sound and well-reasoned decisions. Apply a range of solutions as to how cases can be concluded. Communicate effectively in writing and orally and with a wide range of people. Organise themselves to manage their own workloads. Identify patterns and trends in the cases dealt with. Be competent with IT, specifically in the use of Word, Excel and with the ability to learn to use case management systems /databases quickly.

5 Work co-operatively with others in a team. Contribute effectively to organisation-wide initiatives

6 Main terms and conditions These are permanent posts. Location The successful candidates will be based at the Pensions Ombudsman Service, 11 Belgrave Road, Victoria, London, SW1 IRB. Salary The salary range for an Investigator is 29,084 to 34,546 per annum. The salary range for a is 36,032 to 41,665. Pension The post holders are entitled to join the Civil Service Pension Scheme. Further details are available from Leave Annual leave allowance is 25 days per annum plus bank holidays and 2½ days privilege holiday. Hours Contracted hours will be 41 per week including meal breaks. Probation The successful candidates will work a probationary period of 6 months. The appointment will be confirmed when this period has been completed successfully. Other benefits include Interest free loans for the purchase of season tickets. Flexi time. Other flexible working arrangements, subject to satisfactory performance. Free eye tests. Employee assistance programme.

7 How to apply Please complete the attached application form and submit it with your CV. In the section "Why I am suited to this role", we want you to provide clear examples of how you have demonstrated the essential skills and knowledge required. On the second page of the application form make it clear whether you are applying for an Investigator or Senior Investigator role, or both. We will use your CV and application form to decide who to invite to interview. As well as considering the substance of your application and CV, we will also use them to judge your written communication skills. Please complete the form using Arial font size12, this is a font common to all PCs and easily read. Do not exceed 750 words. To help us to monitor the effectiveness of our diversity policy, please complete the diversity monitoring form and submit it with your application. This is not compulsory and will form no part of your application. Please return the completed forms along with your CV marked Private and Confidential to: Elaine Hopkinson, Pensions Ombudsman Service, 11 Belgrave Road, London, SW1V 1RB. Or by elaine.hopkinson@pensions-ombudsman.org.uk Closing date Tuesday 19 May 2015 at 9am Disability Under the guaranteed interview scheme disabled candidates who have the right qualifications for the role will be guaranteed an interview. If you wish to claim this right under the scheme please say so on the application form

8 Selection Process The first stage is a paper sift. It will take place over the weeks commencing 25 May and 1 June The second stage will be a written exercise followed by a panel interview lasting 45 minutes which will be based on the required skills in the information pack. This will take place at 11 Belgrave Road during the weeks commencing 15 and 22 June Candidates who reach the required standard but are not offered these posts may be considered for other similar vacancies which may arise at the Pensions Ombudsman Service over the next twelve months. In such cases suitable vacancies might not be advertised unless the pool of suitable candidates has been exhausted. HMG Baseline Personnel Security Standard (BPSS) Everyone who works at the Pensions Ombudsman Service is expected to successfully complete the BPSS. There are four elements of verification and we must be satisfied that evidence has been made available to enable verification of each element. These are: confirmation of nationality and immigration status; confirmation of identity; verification of previous three-year employment history; disclosure of unspent criminal convictions. We will carry out the first three checks internally but for the unspent criminal conviction check we use Disclosure Scotland (an agency) to provide a disclosure certificate. BPSS ensures that: new staff are entitled to undertake the employment in question and, where appropriate, meet nationality rules for government service; we are guarded against the employment of anyone posing as a prospective employee for commercial or personal gain; and a sound basis is provided for any subsequent security checks. The check will be carried out when a contract offer has been made. The offer will be subject to successful completion of the BPSS. The contract will not commence until BPSS has been completed successfully. Applicants should be aware that supplying false information or failing to disclose relevant information could be grounds for refusal/dismissal and could amount to a criminal offence.

9 Data protection Checks require processing of personal data about individuals. The provisions of the Data Protection Act 1998 will apply at all times. Information about criminal records (self-disclosures, or other vetting disclosures) will only be held by the Business Manager and/or Human Resources Manager. Disclosure information will only be used for the specific purpose for which it was requested. For successful candidates, the information will be kept securely and will not normally be kept with standard personnel records if such records can be accessed by other staff. Disclosed information will be kept for a further six months beyond the duration of employment. For unsuccessful candidates such information will be kept for six months in line with all other recruitment paperwork. Once the retention period has elapsed, disclosed information will be destroyed by secure means. We may check information provided by you, or information about you provided by a third party. We will not disclose information about you to anyone outside our organisation unless the law permits us to. Information provided by you in this application, and the supporting documentation, will be used by the panel to consider your suitability for the post applied for. If you are successful, this information will become part of your employment record. If you are unsuccessful, some data may be used for monitoring purposes and will be destroyed after twelve months