Guidance Support Coordinator

Reed Talent Solutions; Bedford; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading recruitment firm is seeking a Guidance Support Co‑Ordinator for the Pension Wise Service. This fully remote role involves helping the public with financial and pension decisions by triaging calls and booking appointments. The ideal candidate will have knowledge of financial planning, excellent communication skills, and experience in customer service. This position offers generous leave and benefits like an interest-free loan for travel and enhanced pay.

Benefits

Generous annual leave – 30 days plus Bank Holidays

Pension scheme with matched contributions

Interest-free loan for season tickets

Cycle to work scheme

Subsidised eye test & flu jabs

Life assurance scheme

Paid volunteering (2 days a year)

Qualifications

• Understanding of pensions and state benefit systems.
• Ability to translate complex ideas into plain language.
• Experience in customer service or support roles.

Responsibilities

• Triage incoming calls and assess needs.
• Assist with appointment booking enquiries.
• Provide follow-up information as required.
• Contribute to continuous improvement initiatives.

Skills

Knowledge of financial planning principles

Aware of financial scams

Commitment to ongoing personal development

Excellent spoken communication

Experience dealing with public

Job description

Guidance Support Co‑Ordinator (Pension Wise Service)

The role is fully remote and supports the public in making money and pension decisions. You will triage customer calls, book appointments, and provide straightforward guidance.

Responsibilities

• Triage incoming calls and other contact types, using fact‑finding to assess needs and provide guidance or book appointments.
• Assist with appointment booking enquiries and modifications.
• Respond proactively to customer demand to meet agreed service delivery standards.
• Provide timely and accurate follow‑up information when required.
• Contribute to continuous improvement through ad‑hoc project work and attend relevant meetings.

Skills and Experience

• Knowledge of financial planning principles, pensions and state benefit systems.
• Aware of financial scams and their impact on financial planning.
• Commitment to ongoing personal and professional development.
• Excellent spoken communication, translating complex ideas into plain language.
• Experience dealing with members of the public.

Values

• Caring – We care about our colleagues and the people whose lives we transform.
• Connecting – We create positive connections to transform lives.
• Transforming – We commit to transforming lives and making a positive societal impact.

Benefits

• Generous annual leave – 30 days plus Bank Holidays.
• Pension scheme – contributions matched 2 to 1 (up to 10% of salary).
• Interest‑free loan for season tickets.
• Cycle to work scheme.
• Subsidised eye test & flu jabs.
• Life assurance scheme.
• Give‑as‑you‑earn scheme.
• Employee assistance programme (EAP).
• PAM Assist and PAM Life wellbeing scheme.
• Enhanced family and sick pay.
• Paid volunteering (2 days a year).
• Recognition scheme.
• Discount portal to numerous retailers.

Application Steps

1. Submit your CV by 30 Oct 2025 highlighting how you meet the criteria.

2. Shortlisted candidates complete a financial knowledge assessment (24‑hour test).

3. Telephone interview with the Reed team.

4. Final virtual interview with the MaPS team via Microsoft Teams.

Start date: 09 Dec 2025. Induction: 09‑24 Dec 2025.

Job Reference

MaPS01023
Close Date: 30 Oct 2025

Please note: The Money and Pensions Service requires all candidates to have the legal right to work in the United Kingdom. Unfortunately, we are unable to offer visa sponsorship for this role.