Quality Assessor Team Leader - Pension Wise
£36,782 plus London Allowance (if applicable) and essential car user allowance (if applicable)
Home office based/flexible
Fixed term until 31.03.2019
Job Ref: 18\083
The Citizens Advice Pension Wise service provides a vital service offering free guidance to clients on their pension options. In order to ensure that trained staff in local Citizens Advice offices continue to provide a high standard of pensions guidance to clients, we require an experienced Quality Assessor Team Leader to lead the Pension Wise Quality Assessor team.
This post will involve line managing Pension Wise Quality Assessors as well as carrying out quality assurance of our delivery centres and working to determine the reliability of quality assurance across the Pension Wise service. You’ll harness strong communication skills to provide verbal and written feedback on the outcomes of your observations of Pension Wise appointments within delivery centres. You’ll provide written reports on your assessments of observations completed by the delivery centres. Moreover, you’ll do your best to promote quality, consistency and good practice in every facet of the Pension Wise service. You’ll be expected to make recommendations aimed at improving the quality of the service where necessary. You’ll take a lead on forming strong relationships with stakeholders, representing Citizens Advice quality assurance for Pension Wise at meetings, producing reports for our funder and regulator as well making recommendations on improvements to the quality assurance process.
To be considered for this role, you’ll possess an understanding and appreciation of wider retirement issues, have knowledge of a broad range of pension arrangements and have a good foundation knowledge of pensions law and practice. Knowledge of quality assurance processes is also essential. You’ll have experience of working with stakeholders, including funders, to develop strong and successful working relationships.
Citizens Advice values diversity, promotes equality and challenges discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from disabled and Black, Asian and Minority Ethnic people, as they are currently under represented in our workforce.