Guidance Team Manager: Customer Engagement Lead

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

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.