Please note, that this is a Fixed term contract up to 31 March 2019 (with the potential for extension).Overall purpose of the role:
To deliver a specialist quality service to customers eligible for the pensions guidance service
who have complex pension scenarios by supplying accurate, personalised, relevant
information and guidance on their pensions options and choices.
The following are the main duties of the role:
1. Provide face to face pension and retirement information and guidance to members of the
public, in line with the defined Pension Wise service.
2. To help consumers to understand the full implications of their pension choices using
appropriate skills, including numerical.
3. To raise consumer awareness of pension scams and fraudulent activity, to encourage
consumers to report any issues to the relevant authorities and to report potential scams and
fraudulent activity through appropriate internal channels.
4. Respond proactively to consumer demand, working to agreed service delivery standards.
5. Provide timely and accurate follow up information that adds value to the consumer and is
clear and easy to understand.
6. Contribute towards shared best practice within the individual bureau and across the local
Citizens Advice (LCA) network.
7. Ensure that all work conforms to the Pension Wise quality standards.
8. Ensure that all required management information is both captured and reported on a
9. In addition, you may be required to carry out ad hoc projects to improve the service we
provide, attend meetings or workshops and support promotional activity for the service,
within the scope of the role.
1. Numerical skills to understand financial matters, so that the individual is empowered to
take personal action.
2. Must have a good foundation knowledge of pensions law and practice, gained in a
pensions technical role.
3. Must have a thorough understanding of a broad range of pension arrangements, both
occupational and personal, gained working in a pensions technical role.
4. An understanding and appreciation of wider retirement issues.
5. Proven ability in financial capability and an understanding of the issues consumers face in
trying to manage their money.
6. Ability to translate complex ideas and topics into clear, concise and engaging content that
the general public are able to understand.
7. Proven ability to work on own initiative – to monitor and maintain own standards and
meet qualitative and quantitative targets for service delivery using proven organisational and
time management skills.
8. Flexibility and willingness to work as part of a team.
9. Understanding of and commitment to the aims and principles of the LCA service.
10. A commitment to on-going personal and professional development; we may require you
to undertake training within the scope of the role.
1. APMI or CII qualifications or equivalent in related areas would be of benefit.
2. Willingness to travel, possibly involving overnight stays, and working outside of core hours
including evening and weekend working. Own transport may be required.
Interviews to be held week commencing Mid January
Applicants must be able to attend our 3 week induction programme which will start on Monday 5th February. Approx 6 days of these days are likely to involve overnight stays (probably in London).