Transfers Guidance 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:
In this role, you'll provide telephone and email-based support to members of The People's Pension (TPP), offering clear, factual, non-advised guidance to help them understand their options around transferring out, transferring in, making additional contributions, and preparing for retirement. You'll manage a blend of inbound and outbound contact-including unscheduled calls, scheduled call-backs, and follow ups-ensuring every member receives accurate information to make informed decisions about their pension savings. After each interaction, you'll complete the member journey by sending a confirmation email summarising the key points discussed.
Balance availability for inbound calls with proactively managing outbound call workloads via:
Calls and emails directed to the team from the IVR or drop-down FAQ menu lists.
Call-back requests (based on a real-time calendar of available slots)
Follow-up calls or emails if the member requires further information or clarification.
When engaging with a member:
Check and validate their identity and make prescribed disclosures (e.g. calls recorded)
When first engaging, collect information and log remarks on BAPP
Ensure all contact details on the system are complete and up to date.
Collect or confirm marketing permissions.
Offer support and assistance if having system issues or queries, either explaining how to do it on-line or, if still struggling or no on-line access, offer to process over the phone
Provide information and guidance in order that the member can make an informed decision on the benefits of:
Keeping their 'pot' with TPP
Transferring in other 'pots' to TPP (consolidation)
Making additional contributions (lump-sum or regular payments directly to TPP or via their employer)
Retirement (conversion from a pension accumulation to a TPP pension decumulation solution)
Email / request the posting of relevant support literature (personalising templates)
What we're looking for:
Be educated to GCSE standard or equivalent.
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.
Be able to work effectively and quickly despite ambiguity.
Question existing working practices and help evolve better ways of working that produce better outcomes for customers.
Have an ability to build and establish a prompt rapport with the customer.
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
Grab & Go Deli Café 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