Case Manager

Role Overview In this role, you’ll work on complex and sensitive casework that helps ensure members, employers and other customers receive fair, well-evidenced outcomes. Day to day, you’ll investigate complaints and disputes, review evidence, prepare clear recommendations, respond to external enquiries and work with colleagues across Nest and our third-party operational delivery partner to resolve issues. You’ll also use insight from your casework to help identify recurring themes, root causes and opportunities to improve service quality.

This role would suit someone who enjoys getting into the detail, can quickly understand complex information and is confident using their judgement to progress work through to a clear conclusion.

This is a 12-month fixed-term contract opportunity. The minimum criteria for this role are:
Ideally, you’ll have a good understanding of UK pension legislation, automatic enrolment and the role of relevant regulatory bodies, along with previous complaint and dispute handling within the pensions industry. Able to quickly understand, interpret and apply complex information, including policy, legislation, operational processes and customer journey detail. Demonstrate strong analytical skills, using evidence, case information and management information to identify trends, risks, root causes and improvement opportunities.

Possess a strong sense of personal accountability and meticulous attention to detail with the ability to manage multiple tasks, prioritise effectively and work to deadlines. Able to work effectively both independently and as part of a team, showing initiative and good judgement when progressing work. Effectively influence stakeholders and communicate clear, evidence-based recommendation to drive issues to resolution and ensure delivery of agreed actions across Nest and our third-party operational delivery partner.

Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role. Flexible and agile working Everyone's personal situation is different.

To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required) reduce or vary working hours reduce or vary the days worked work compressed hours job share Directorate/Department Overview The Services and Solutions (SaS) directorate brings together Nest’s operational delivery, technology, data, and change capabilities to deliver resilient, member-focused services  has accountability for the end-to-end running of Nest’s services, including oversight of customers and scheme operations delivered with strategic partners, along with the design and delivery of change that supports Nest’s long-term strategy.

The directorate provides enterprise-wide leadership across operational delivery, technology and data, working closely with internal teams and external partners to strengthen resilience, assurance, and continuous improvement while ensuring services remain compliant, efficient, and focused on good member outcomes.

SAPE is one of two teams within Scheme Operations and is responsible for retained critical processes and for providing assurance over the service quality, consistency and effectiveness of service delivered across key member and employer journeys. The team plays an important role in protecting good member outcomes, managing risk and identifying opportunities for service improvement through casework insight, quality review and operational oversight.

Within this structure, the Case Manager sits in the case management team and reports to a Senior Case Manager. The role supports the effective management of complex casework by helping ensure cases are investigated thoroughly, evidence is considered carefully and outcomes are fair, clear and well documented. Case Managers also contribute to wider learning and continuous improvement by identifying themes, risks and service issues from their casework.

Organisational Overview Nest is…