Customer Engagement LT - Guidance Team Manager

People's Partnership; Crawley; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Pension up to 14%

Real living wage

Income protection

Healthcare

Parental leave

Study support

Season ticket loan

Onsite café

Job summary

People’s Partnership in Crawley is seeking a Guidance Team Manager to lead a team of up to 12 Guidance Executives providing high-quality, compliant retirement guidance to members throughout their savings journey.

You will develop a high-performing team, ensure fair outcomes, coach staff in pensions and regulated guidance, and work within a flexible hybrid model to support members and improve customer outcomes.

Qualifications

• Proven experience leading customer-facing teams within pensions, retirement services, financial services, or a regulated environment.
• Experience coaching and building technical and guidance capability, quality awareness, and problem-solving skills.
• Strong understanding of customer outcome principles and service excellence.
• Strong communication and stakeholder management across Operations, Proposition, Risk and Compliance.

Responsibilities

• Provide day‑to‑day leadership, coaching and operational oversight across a team of up to 12 Guidance Executives.
• Act as the operational escalation point for complex customer cases, providing sound judgement and clear, timely guidance to support fair and consistent outcomes.
• Foster a culture of professional curiosity, ensuring approaches, processes, and decisions are continually reviewed and strengthened in response to vulnerable customer needs.
• Ensure members receive accurate, consistent, and high-quality financial guidance in line with regulatory requirements and company standards.
• Support members throughout their savings and retirement journey by helping them understand their options and make informed decisions.

Skills

Leadership

Coaching

Customer service

Pensions

Regulated environment

Stakeholder management

Continuous improvement

Problem solving

Job description

Guidance Team Manager

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:

The Guidance Team Manager is responsible for leading a team of up to 12 Guidance Executives, ensuring members receive high-quality, compliant, and customer-focused financial guidance throughout their savings journey and as they approach retirement.

The role is accountable for delivering excellent member outcomes by developing a high-performing team that empowers customers to make informed decisions about their retirement options and achieve the best possible financial outcomes based on their individual circumstances.

• Provide day‑to‑day leadership,coachingand operational oversight across a team of up to 12 Guidance Executives.
• Act astheoperational escalation point for complex customer cases, providing sound judgement and providing clear,timelyguidance to support fair and consistent outcomes.
• Foster a culture of professional curiosity, ensuring approaches, processes, and decisions are continually reviewed and strengthened in response to vulnerable customer needs
• Ensure members receive accurate, consistent, and high-quality financial guidance in line with regulatory requirements and company standards.
• Support members throughout their savings and retirement journey by helping them understand their options and make informed decisions.

What we’re looking for:

• Proven experience leading and developing customer-facing teams within pensions, retirement services, financial services, or a regulated environment.
• Experience coaching and building technical and guidance capability, quality awareness, and problem-solving skills
• Strong understanding of customer outcome principles and service excellence.
• Strong communicationand stakeholder management skills across Operations, Proposition, Risk and Compliance
• Experience driving continuous improvement and embedding sustainable change
• Understanding of the retirement solutions landscape and options available.

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”.