Appendix 2: Extract from DWP candidate
information pack
About the Pensions Ombudsman
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 'PO' will therefore cover both roles.
The PO 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 and has worked hard to keep pace with this. There
is every reason to believe that this will continue to be a major
challenge for the organisation.
The PO is a statutory tribunal and non-departmental
public body (NDPB) sponsored by the DWP.
The role of the Ombudsman
The role offers a challenging mix of complex case
work and the opportunity to lead an independent, customer focused
organisation. The Ombudsman is responsible for oversight of the
office and casework management as well as making decisions on
individual cases.
Key responsibilities of the post include:
· Investigating
and determining pensions complaints.
· Investigating
and determining disputes concerning the PPF.
· 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.
· Setting 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, being responsible for regularity of the public finances
for which he or she is accountable and their effective use.
The Person
Essential criteria
· Experience
of dispute resolution or adjudication.
· Experience
of working at a senior level in the private or public sector.
· Experience
of making decisions requiring the analysis of complex issues with
possibly significant legal and financial consequences.
· Proven ability
in weighing evidence, setting out reasoned decisions and understanding
principles of legislation
· Excellent stakeholder
management and communication skills.
· Ability to
engage and build effective relationships quickly with a wide range
of stakeholders.
· Strong leadership
capability with a clear sense of direction and the ability to
work co-operatively with others.
· Experience
in setting the strategic direction for an organisation, including
managing staff and organisational performance
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.
· Understanding
of and commitment to promoting high standards of customer service
to members of the public.
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