Pension Wise Guidance Specialist (Bournemouth)

Pension Wise Guidance Specialist - Bournemouth
FTC until March 2026
Remote working
£27,147 per annum
Full time and Part time available

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 home-based role where you will conduct telephone appointments. The delivery areas for this role are various locations within Bournemouth.

Successful candidates will ideally be able to start in your local office from various locations within Bournemouth. It is essential that you can attend an online induction programme starting on Monday 10th March 2025. 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 practices 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 can 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.

This role is paying £27,147 (with predominately telephone appointments). If you are Bournemouth based, you will be expected to occasionally work from the local office.

To note, this particular office is looking for part-time and full-time candidates.

Benefits:

• Flexible working scheme between the hours of 9-5 pm
• Hybrid working (following successful completion of probationary period)
• Travel costs covered.
• 24/7 Employee Assistance Programme
• Generous annual leave entitlement starting at 26 days per year (plus 11 bank holidays) - pro rata if part-time.
• Statutory pension

Job Types: Full-time, Part-time, Fixed term contract
Contract length: 12 months

Pay: £27,147.00 per year

Benefits:

• Company pension

Schedule:

• Day shift
• Monday to Friday
• No weekends

Work Location: Hybrid remote in Bournemouth BH2

Expected start date: 10/03/2025