Job Description
Transfer Guidance and Retirement Executive
About People’s Partnership:
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
What you'll be doing:
We are looking for a proactive and customer-focused individual to join our Transfers and Retirement Guidance team.
In this role, you will provide factual, non-advised guidance to members of The People’s Pension regarding transfers, additional contributions, and retirement options. You will handle both inbound and outbound calls, ensuring members receive clear, accurate, and supportive information to make informed decisions about their pension savings.
Key Responsibilities:
* Deliver telephone and email-based support to members considering pension transfers, contributions, or retirement.
* Use online tools and decision trees to guide members through pension decumulation options.
* Identify and assess potential pension scams and escalate concerns appropriately.
* Maintain accurate records and follow up with personalised communications.
* Ensure all interactions meet FCA and Treating Customers Fairly (TCF) standards.
What we’re looking for:
* Strong knowledge of pension accumulation and decumulation.
* Excellent communication skills, both written and verbal.
* Ability to handle complex and sometimes sensitive customer interactions.
* Comfortable working autonomously and collaboratively in a fast-paced environment.
* Experience using CRM systems and following structured scripts and compliance guidelines.
Skills/ Experience:
* A good knowledge of pension accumulation and decumulation solutions.
* Be able to make sound, fair and compliant judgments to ensure the desired outcome for both the Company and customer.
* Be confident and experienced in dealing with factual and sometimes challenging customer interactions.
* Handle interactions to the highest standard of customer care and resolve them satisfactorily and in accordance with FCA and TCF principles.
Desirable Qualifications:
* Certificate in Financial Administration (CF1 or FA2)
* CII RO2 – Investment Principles
* CII RO4 – Pension Planning
What you can expect from us:
* Generous pension contributions with an employer contribution of up to 14%
* Real living wage
* Income protection, critical illness cover & death in service insurance
* Employee healthcare
* Parental and adoption leave
* Learning & development opportunities and study support
* Travel season ticket loans
* Subsidised restaurant in our Crawley office
* Volunteering days and charity payroll giving
* Onsite gym
* Ride-to-Work scheme
* Social clubs and events
Disability Statement
People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.