Pension Wise Guidance Specialist - Plymouth

Pension Wise Guidance Specialist - Plymouth
FTC until 31^st March 2025
Hybrid Working
Salary £29,097 - £30,702 (prorated)
Part time

Pension Wise is a free and impartial government service that offers people guidance on their defined contribution pension options. Citizens Advice provides appointments both face to face and via telephone.

You’ll be part of a service that has helped over 375,000 people in the past 7 years, offering them valuable and life changing guidance that gives them the confidence to understand their pension and how to get the best value out of them. In providing this necessary and impartial service you’ll see positive and rewarding results for the people you help. We receive fantastic feedback directly from the customers who use the service - Pension Wise has consistently received over 94% customer satisfaction scores.

You’ll be expected to supply accurate and relevant information and guidance on pension options and choices. You’ll need to have a good foundation knowledge of pension law and practice, as well as a thorough understanding of a broad range of pension arrangements.

This is a homebased role where you will conduct telephone appointments with limited face to face appointments when required. The delivery area for this role is Plymouth.

Successful candidates will ideally be able to start in the local office from Plymouth. It is essential that you can attend an online induction programme starting on 12 August 2024. The course lasts 3 weeks, on a full-time basis.

Some of the key accountabilities of the Pension Wise Guidance Specialist:

• Provide pension and retirement information and guidance to members of the public, in line with the defined Pension Wise Service, through a medium of different channels.
• Help consumers to understand the full implications of their pension choices.
• Raise consumer awareness of pension scams and fraudulent activity, encouraging consumers to report any issues to the relevant authorities.
• Provide timely and accurate follow up information that adds value to the consumer and is clear and easy to understand.
• Contribute towards shared best practice within the individual local office and across the local Citizens Advice (LCA) network.
• Ensure that all work conforms to the Pension Wise quality standards, including undertaking peer to peer observations for quality assurance purposes, where applicable.
• Ensure that all required management information is both captured and reported on a timely basis.
• Complete training, continuous professional development and other requirements to gain and maintain accreditation.

It is essential for the Pension Wise Guidance Specialist to demonstrate the following skills and experience:

• Solid foundation knowledge of pensions’ law and practice across a broad range of pension arrangements; occupational, personal and state pension. Also, an understanding and appreciation of wider retirement issues.
• The ability to build a rapport and communicate confidently, empathetically and professionally.
• Ability to translate complex ideas and topics into clear, concise and engaging content that the general public are able to understand.
• Proven ability to work on own initiative - to monitor and maintain own standards and meet service delivery targets.
• A commitment to ongoing personal and professional development.

We are looking for a part time candidate working 18.5 hours and offer flexibility for part time working patterns for the right candidate. Full training, supervision and support is provided

Benefits

• Holiday: 25 days annual leave + 2.5 days at Christmas + bank holidays
• Long term service leave accrual.
• Healthcare Plan (upon completion of Probation).
• Options for Flexible Working.
• 4% employer pension contribution.