Case Manager

London (Greater)
15 Jul 2021
15 Aug 2021
Full Time
Contract Type

Nest is the National Employment Savings Trust. It was set up by the government to give every worker in the UK somewhere to save for retirement. We’ve since grown to become one of the UK’s largest schemes.


To best serve our diverse customer base, it’s important that Nest has an equally diverse workforce and promotes an inclusive culture. This is in line with the organisation’s values and ensures that Nest is a corporation fit for the future.


Your new team


The Change programmes and service management directorate focus on assuring the running of the pension scheme and the improvements to the service and experience of our customers. The Change Programmes and Service Management area is responsible for delivering change to the NEST product and service, and for managing and assuring the live running of that product and service, in a way that delivers our key business outcomes.


The directorate is compiled of six teams who work closely together and focus on distinct activities. These teams are; SAPE, scheme assurance, service delivery, testing and quality assurance, programmes, and delivery management.


This area sits in the Nest Experience directorate and oversees the execution of a range of significant NEST Corporation projects such as:


providing the Executive Team and Trustee with assurance that our out-sourcing partner and internal teams are delivering the scheme administration services in accordance with contractual and legal obligations, and in accordance with agreed processes,


monitoring and supporting the running of the scheme administration services, managing incidents, ensuring that all services are operating as they should and intervening to resolve any problems,

managing the execution of various scheme administration tasks on behalf of the Scheme Trustees.


The team work very closely with the outsourced providers, giving a single point of contact for service delivery related issues. The team also works closely with teams across Nest. Scheme Administration Process Execution (SAPE) is a team of 11 individuals which sits within Service Management.


Your new role


This exciting role reports to the Senior Case Manager, who primarily manages Nest’s relationship with the Pensions Ombudsman as well as the following processes within the SAPE team; stage 2 disputes, high profile complaints, and enquiries from the Pensions Ombudsman (TPO) and the Department of Work and Pensions (DWP).


The successful candidate will be responsible for undertaking casework in the above-mentioned processes and, among other processes, also reviewing compensation requests, reviewing payments leaving the Scheme from a financial crime perspective and dealing with enquiries from the Pensions Regulator (TPR).


Nest will be changing scheme provider in 2023, so the successful candidate will have opportunities to work with other teams within Nest experience to feed into the design of the new scheme.


What you’ll need to succeed


You’ll be able to work with senior management, team members, colleagues & external stakeholders across the board.


You’ll be an excellent analytical thinker, have an ability to manage competing deadlines and prioritise well, have great communication skills, both verbal and written, and have an eye for detail.  


Case Management is key here!


What you’ll get in return


Base salary between £40- 46,000 on an FTC until June 2023


Everyone wants a good work life balance and you will be working with a truly flexible employer, fully embracing a working from home culture and flexible working hours.


You will have your birthday and Christmas Eve as an additional bonus to the already fantastic holiday allowance and of course…a generous pension contribution.


What you need to do now


Please complete your application- CV & Cover Letter on our website.


We will not be able to respond to all applicants due to a high number of applicants at this current moment.


Application closing date:  Thursday 29th July


Nest is an equal opportunity employer. We encourage applicants from all the nine protected characteristics.


As a Disability Confident Committed, we guarantee to interview disabled applicants who meet the minimum criteria for the vacancy.


Please note that we can onboard and work remotely successfully during this period at Nest.


Please note that this is a London based role.

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