Case Handler

Job Reference NumberNP80
Position StatusPermanent
DepartmentOperations – Service Resolution

NOW: Pensions is looking for Case Handlers to join the Service Resolution team.

Our mission is to help everyone save for a more financially secure future. This means achieving the best financial outcomes for our own members, while fighting for a fair pension system to enable all pension savers to enjoy the retirement they deserve. We do this by highlighting pension inequalities and campaigning for change.

At NOW: Pensions we pride ourselves on offering a high quality and high performing workplace pension that is simple and straightforward at low cost.

We always put our customers at the heart of everything we do and make it our priority to ensure that our customers get the most value for their money.

We want to establish long term relationships by ensuring that our proposition delivers on its promises today and well into the future.

Role and Responsibilities

Reporting to the Complaints Team Manager, the successful candidate will be expected to carry out the following as part of their role (this list is not exhaustive):

  • Manage member and employer complaints through to resolution, maintaining strong relationships with customers at all times.
  • Provide accurate customer-focused complaint resolution communications to a high standard and in a timely manner.
  • Work with TCS and other business teams, internal and external, to identify the root cause of the complaint, which could involve primary and potentially secondary issues. Ensure root cause and learning is fed back appropriately.
  • Ensure all complaint related data held on our systems is accurate and timely so that a robust audit trail exists
  • Develop and continually enhance strong working relationships with team, NPL colleagues and third parties/suppliers
  • Manage all cases allocated and produce complaint escalations to our CEO, Trustees and The Pensions Ombudsman Service effectively, ensuring thorough investigations and audit trails of the cases are maintained
  • Assisting with the training of new starters, peer reviewing investigations, remedial actions and communications and supporting colleagues as necessary to reach the teams goals.
  • Along with the team, be responsible for all key processes within Service Resolution, which may include Trustpilot, Social Media queries, Discretions and Trustee Mandate referrals.

Skills and Experience


  • Excellent written and verbal communication skills
  • Demonstrate the ability to be adaptable when dealing with multiple complaints
  • Highly organised, with a strong attention to detail
  • Ability to demonstrate excellent problem-solving skills
  • Passion for providing excellent customer service
  • Positive and enthusiastic attitude
  • Willingness and ability to take ownership of issues
  • Good understanding of Microsoft Excel and Word
  • Experience of working in a complaint handling environment


  • Understanding of pensions and auto enrolment regulations
  • Knowledge or experience of working with CRM systems and/or workflow management tools
  • Working knowledge of Power BI
  • Experience of responding to customers via social media platforms
  • Experience managing Ombudsman, Solicitor, MP or high-profile complaints
  • Experience liaising with multiple senior stakeholders

Communication and Relationships

Become an integral part of the complaints team by establishing and developing internal and external relationships through open and honest communication. Working closely also with our key stakeholders and key project teams in a positive and friendly manner is key.

Company Values

You must demonstrate commitment and enthusiasm to promote the company values in service delivery and your employment. You must observe and comply with the Code of Conduct.

Management of Risk and Compliance

It is every employee’s responsibility to take responsibility for Risk and Compliance in their day-to-day work. You will need to demonstrate adherence to external and internal risks and compliance, as well as ensuring regulatory and legal standards are met. You will actively follow all relevant procedures, mandatory training requirements and keeping appropriate records, reporting to Compliance any areas of concern.


Amongst other benefits we offer the following*:

  • Competitive Basic Salary
  • Discretionary Bonus Scheme
  • Contributory pension scheme (5% Employee / 10% Employer (total 15%))
  • 25 days Annual Leave, increasing to 30 days after two years employment (plus the eight Bank Holidays in England and Wales)
  • Private Healthcare
  • Employee Assistance Programme
  • Travel Ticket Loans
  • Cycle Scheme

*please be aware that some benefits are dependent on length of service and successful completion of a six-month probationary period.

How to Apply

To apply for this role, please email a CV demonstrating your skills and experience for the role in relation to the above essential criteria to

Privacy Statement

By submitting your application, you consent to NOW: Pensions Ltd (“NOW: Pensions”) processing your personal data including, where applicable, sensitive personal data to consider your suitability for employment with NOW: Pensions. You can withdraw your application and the consent for processing your personal data at any time. Your personal data will be retained by us only for so long as is necessary to consider your application. If you are successful in the recruitment process, depending on the role that you have applied for, we may need to undertake screening checks on you and may need to pass your personal data to a third party. We will seek your permission before we do this. If you are successful and become an employee of NOW: Pensions, your personal data may become a part of your personnel file. For further information on how NOW: Pensions processes your personal data and on your rights in respect of the data, please visit: