Transfer Guidance - Transfer Guidance Executive

Do you want a rewarding career with a growing organisation where people come first?

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:

At People’s Partnership, we're passionate about helping our members navigate retirement with confidence. As a Guidance Specialist, you'll play a key role in delivering high-quality, non-advised retirement guidance through inbound, outbound and digital channels.

By taking the time to understand each member's individual circumstances, objectives and retirement goals, you'll provide clear, engaging and compliant guidance that empowers informed decision-making and supports positive retirement outcomes. Your ability to combine empathy, professionalism and strong communication skills will help create an exceptional member experience, ensuring every interaction adds value and builds confidence in retirement planning.

• Providing retirement guidance to members through inbound calls, outbound engagement activity and email communications.
• Taking time to understand each member's circumstances, objectives and retirement goals.
• Explaining retirement options, pension benefits and key considerations in a clear, simple and engaging way.
• Supporting members to make informed decisions by providing factual guidance within regulatory requirements.
• Signposting members to appropriate tools, resources and regulated financial advice where appropriate.
• Maintaining accurate records and managing member enquiries to a high standard.
• Promoting digital tools and resources that help members plan effectively for retirement.
• Contributing ideas and insights to improve member engagement, service delivery and retirement outcomes.

What we’re looking for:

• Demonstrate experience delivering customer guidance within a regulated environment
• Excellent communication skills with the ability to explain complex information clearly and confidently, whilst achieving high levels of accuracy and customer satisfaction.
• Naturally curious, taking time to understand members' needs, goals and retirement aspirations.
• Skilled at building trust and rapport across phone, and digital channels
• Ability to interpret regulatory requirements and internal policies.
• Experience supporting vulnerable customers and delivering good customer outcomes.
• Knowledge of pension accumulation and decumulation options.

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 at our Crawley offices
• Volunteering days and charity payroll giving
• Onsite gym
• Ride-to-Work scheme
• Social clubs and events

You can learn more about how we support our employees on our website.

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. This role may support hybrid working. To make use of this arrangement, employees must have an appropriate home working environment, including a private workspace and reliable, secure high speed internet that enables them to perform their duties effectively. 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”.