The Pensions Ombudsman (TPO) – Ombudsman

Body: The Pensions Ombudsman(TPO)
Appointing Department: Department for Work and Pensions
Sector: Regulation
Location: London
Skills required: Regulation
Number of Vacancies: 1
Remuneration: £143,095
Time Requirements: Full-Time

Campaign Timeline

  • Competition Launched


  • Closed for Applications


  • Panel Sift

    w/c 21 March 2022 TBC

  • Final Interview Date

    w/c 30 May 2022 TBC

  • Announcement



Assessment Panel

Vacancy Description

The Pensions Ombudsman investigates and determines complaints and disputes about the way that occupational and personal pension schemes are run. The Pension Protection Fund Ombudsman considers decisions made by the Pension Protection Fund (PPF) Board under the PPF’s internal procedures and decides on appeals against decisions by the Department for Work and Pensions (DWP) Financial Assistance Scheme. Although the roles are provided for separately in legislation, they are held by one post holder. Throughout this document the term ‘Ombudsman’ will therefore cover both roles. The Ombudsman is supported by an organisation, known as The Pensions Ombudsman (TPO).

TPO provides an accessible service for dealing with pensions complaints. Determinations are final and binding on all parties, subject only to appeal in the High Court on a point of law. Services are provided free of charge.

In recent years the office has seen a steady increase in business which also includes the transfer of the Early Resolution Service from The Pensions Advisory Service to TPO in March 2018.

Further details can be found on TPO’s website and specifically in its corporate plan and Annual Report and Accounts.

TPO is a statutory tribunal and Non-Departmental Public Body (NDPB) sponsored by the DWP.

 The Role of the Ombudsman

The role of the Ombudsman offers a challenging mix of complex case work and the opportunity to lead an independent, customer focused organisation. The Ombudsman is responsible for making determinations on individual cases which are final and binding on all parties, subject only to appeal in the High Court on a point of law and is responsible for the oversight of the office and casework management.

Key responsibilities of the post include:

  • Investigating and determining pensions complaints.
  • Investigating and determining disputes concerning the Pension Protection Fund and hearing appeals against decisions made by the Financial Assistance Scheme manager.
  • Maintaining a high standard of decision making both in terms of personal decisions and in cases resolved by staff.
  • Working with TPO Board to set the strategic direction for the organisation, taking responsibility for managing staff and the organisation’s performance, ensuring it delivers its objectives in a cost effective, efficient way.
  • Building constructive and effective relationships with external and internal stakeholders including DWP and its Ministers.
  • As Accounting Officer, ensuring that TPO operates effectively and to a high standard of probity, and being responsible for the efficient, economical and effective use of its resources


Person Specification

Essential Criteria

The successful candidate must demonstrate:

  • strong and effective senior leadership qualities including the ability to shape the strategic direction of an organisation, support the delivery of agreed goals, priorities and statutory obligations, managing staff and organisational performance, and the ability to lead through others;
  • excellent stakeholder management and communication skills, in particular the ability to engage and build effective relationships quickly with Ministers, policy makers and other key stakeholders in the pensions industry;
  • a proven ability in weighing evidence, setting out reasoned decisions and understanding principles of legislation; and
  • the ability to make decisions requiring the analysis of complex issues with possibly significant legal and financial consequences.

 Desirable Criteria

  • Up to date knowledge of pensions law and practice.
  • Knowledge of the environment in which the public sector operates.
  • Understanding of the role of an ombudsman or experience of resolving complaints from consumers/members of the public.
  • Experience of dispute resolution.
  • Understanding of and commitment to promoting high standards of customer service to members of the public.


Personal-Information-Form-TPO Ombudsman
Diversity-Form-TPO Ombudsman
TPO Ombudsman Candidate Pack_Final - 07 02 22
Return to Search