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Case Manager
| Posting date: | 14 March 2025 |
|---|---|
| Salary: | £52,384 per year |
| Hours: | Full time |
| Closing date: | 28 March 2025 |
| Location: | Canary Wharf, London, E14 4PU |
| Company: | Nest Corporation |
| Job type: | Permanent |
| Job reference: | 56089080 |
Summary
Role Overview
About Us:
Join our dynamic team and make a difference in the world of pensions! This role offers the opportunity to directly impact the customer experience and contribute to the efficient operation of the Nest pension scheme. We need a passionate and skilled Case Manager to help us achieve our goals.
Key Responsibilities:
As a Case Manager, you will play a crucial role in our team by:
- Reviewing payments out of the Scheme with our financial crime team to ensure compliance and prevent fraud.
- Reporting employers to the Pensions Regulator (TPR) as necessary to uphold regulatory standards.
- Handling enquiries from TPR and the Pensions Ombudsman, providing accurate and timely responses.
- Investigating escalated complaints, reviewing cases where compensation is being sought, and ensuring fair resolutions.
- Managing the investigation of Stage 2 Disputes and presenting cases to the Decision Committee for their determination.
- Tackling more complex processes that require subjective decision-making and critical thinking.
Additional Team Responsibilities:
Our team also undertakes the following tasks:
- Conducting investigations and analysis on various scheme tasks, including trend analysis and forecasting.
- Engaging in a wide range of scheme-related project work to drive improvements and innovations.
- Analysing Management Information (MI) to ensure accuracy, raising incidents where necessary, and tracking and agreeing on resolutions.
- Managing relationships with external counterparts such as the Pensions Regulator and the Pension Ombudsman.
- Identifying, analysing, and promoting process improvements to enhance efficiency and effectiveness.
What We Offer:
- A collaborative and supportive work environment.
- Opportunities for professional growth and development.
- Competitive salary and benefits package.
- The chance to make a real impact
We are open to discussing working patterns.
We welcome all internal applicants to apply for our roles, regardless of your current working pattern or hours. We will aim to accommodate your request and match your current working arrangements.
Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget.
Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role.
Reward and recognition
- A discretionary bonus scheme
- Reward and recognition scheme
- Enhanced auto enrolled pension – your contributions start at the default 5% while ours are higher at 8%. If you up your contributions to 6% we raise ours to 9%. If you contribute 7% or more we’ll contribute 10%.
- Income protection scheme – is an insurance benefit that provides you with income if you cannot work due to illness or incapacity.
Click here to see the benefits we offer at Nest.
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
For more information about our recruitment process click here
Directorate/Department Overview
The Nest Experience directorate is responsible for developing and enhancing the propositions for our customers, for the service and experience that they enjoy and working with our delivery partners to ensure their data and assets are kept safe. This includes:
- Definition of our customer strategies
- Developing, maintaining and evolving our customer value propositions
- The brand and marketing of Nest to our customers
- The design of the service experience our customers enjoy across all channels
- Working with our partner, TCS, to deliver a service that delights our customers and keeps their data and assets safe
The operations part of the directorate focuses on assuring the running of the pension scheme and the improvements to the service and experience of our customers is compiled of four teams who work closely together and focus on distinct activities. These teams are; SAPE, Service Delivery, Programmes and Delivery Management.
Within this directorate, the SAPE team plays a critical role by:
- Ensuring the effective execution of all Scheme administration processes under NEST's direct control.
- Gaining first-hand knowledge of the customer experience through daily interaction with our third-party administrator and management of key processes such as ex-gratia and Stage 2 complaints, enabling proactive issue resolution and service improvements.
Organisational Overview
Join NEST, the driving force behind workplace pensions, where we're transforming retirement savings for millions. We're not just a pension scheme; we're a mission-driven organisation dedicated to providing a high-quality, accessible pathway to financial security for everyone.
Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you’d expect to find in a thriving business. We’re committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment.
About Us:
Join our dynamic team and make a difference in the world of pensions! This role offers the opportunity to directly impact the customer experience and contribute to the efficient operation of the Nest pension scheme. We need a passionate and skilled Case Manager to help us achieve our goals.
Key Responsibilities:
As a Case Manager, you will play a crucial role in our team by:
- Reviewing payments out of the Scheme with our financial crime team to ensure compliance and prevent fraud.
- Reporting employers to the Pensions Regulator (TPR) as necessary to uphold regulatory standards.
- Handling enquiries from TPR and the Pensions Ombudsman, providing accurate and timely responses.
- Investigating escalated complaints, reviewing cases where compensation is being sought, and ensuring fair resolutions.
- Managing the investigation of Stage 2 Disputes and presenting cases to the Decision Committee for their determination.
- Tackling more complex processes that require subjective decision-making and critical thinking.
Additional Team Responsibilities:
Our team also undertakes the following tasks:
- Conducting investigations and analysis on various scheme tasks, including trend analysis and forecasting.
- Engaging in a wide range of scheme-related project work to drive improvements and innovations.
- Analysing Management Information (MI) to ensure accuracy, raising incidents where necessary, and tracking and agreeing on resolutions.
- Managing relationships with external counterparts such as the Pensions Regulator and the Pension Ombudsman.
- Identifying, analysing, and promoting process improvements to enhance efficiency and effectiveness.
What We Offer:
- A collaborative and supportive work environment.
- Opportunities for professional growth and development.
- Competitive salary and benefits package.
- The chance to make a real impact
We are open to discussing working patterns.
We welcome all internal applicants to apply for our roles, regardless of your current working pattern or hours. We will aim to accommodate your request and match your current working arrangements.
Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget.
Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role.
Reward and recognition
- A discretionary bonus scheme
- Reward and recognition scheme
- Enhanced auto enrolled pension – your contributions start at the default 5% while ours are higher at 8%. If you up your contributions to 6% we raise ours to 9%. If you contribute 7% or more we’ll contribute 10%.
- Income protection scheme – is an insurance benefit that provides you with income if you cannot work due to illness or incapacity.
Click here to see the benefits we offer at Nest.
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
For more information about our recruitment process click here
Directorate/Department Overview
The Nest Experience directorate is responsible for developing and enhancing the propositions for our customers, for the service and experience that they enjoy and working with our delivery partners to ensure their data and assets are kept safe. This includes:
- Definition of our customer strategies
- Developing, maintaining and evolving our customer value propositions
- The brand and marketing of Nest to our customers
- The design of the service experience our customers enjoy across all channels
- Working with our partner, TCS, to deliver a service that delights our customers and keeps their data and assets safe
The operations part of the directorate focuses on assuring the running of the pension scheme and the improvements to the service and experience of our customers is compiled of four teams who work closely together and focus on distinct activities. These teams are; SAPE, Service Delivery, Programmes and Delivery Management.
Within this directorate, the SAPE team plays a critical role by:
- Ensuring the effective execution of all Scheme administration processes under NEST's direct control.
- Gaining first-hand knowledge of the customer experience through daily interaction with our third-party administrator and management of key processes such as ex-gratia and Stage 2 complaints, enabling proactive issue resolution and service improvements.
Organisational Overview
Join NEST, the driving force behind workplace pensions, where we're transforming retirement savings for millions. We're not just a pension scheme; we're a mission-driven organisation dedicated to providing a high-quality, accessible pathway to financial security for everyone.
Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you’d expect to find in a thriving business. We’re committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.