Member Advice Team, Team Leader

TN United Kingdom; Croydon; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative firm is looking for a Member Advice Team Leader to guide their administration team in Croydon. This role is pivotal as the company expands its market presence, requiring a dynamic leader who can adapt and grow with the business. You'll oversee various projects, ensuring excellent administration support while mentoring your team. With a strong focus on customer service, you'll engage directly with clients, providing essential financial guidance. Join a forward-thinking organization committed to equality and diversity, where your contributions will shape the future of financial services.

Benefits

Flexible working hours

Paid volunteering days

Support for professional development

Qualifications

• Experience in a leadership role managing people.
• Strong MS Office skills and basic financial services knowledge.

Responsibilities

• Manage the day-to-day workflow of the Administration Team.
• Provide pre and post-sale financial planning admin guidance.

Skills

Leadership

Communication Skills

Organizational Skills

Customer Service

MS Office Skills

Financial Services Knowledge

Education

A-Level or equivalent

GCSE English and Mathematics (A-C)

Job description

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Client:

Isio

Location:

Croydon, United Kingdom

Job Category:

Retail

EU work permit required:

Yes

Job Reference:

ae1fbcab9382

Job Views:

22

Posted:

22.03.2025

Expiry Date:

06.05.2025

Job Description:

About Us

Isio was ‘born’ in , and we’ve been challenging existing thinking on pensions, benefits and investment advice ever since. We provide companies, trustees, and individuals with the highest levels of expertise across our core pensions business, which includes Actuarial & Consulting and Pensions Administration, as well as our complementary services: Investment Advisory, Reward & Benefits and Wealth Planning.

Our heritage gives us a unique edge. Decades of experience, combined with the independence we enjoy today, enables us to be agile and invest quickly in innovative new solutions for our clients and society.

Our relentless focus for better means we challenge tradition with the clear ambition to bring our industry into the modern world. Something we achieve, in close collaboration with our clients, day in, day out.

And while Isio is a young company, our people are some of the most experienced in their fields, bringing track records of having achieved commercial advantage for clients across pensions. Improving on long-accepted industry practices continues to drive us – and our business – forward. We are proud to work with a third of the FTSE , with over boards of trustees, and across all sectors.

Isio are committed to delivering better opportunities for our people and our clients. Since launching, we have acquired Premier Pensions Management Ltd. to extend our service offering to new and existing clients. This year, we acquired Deloitte Total Rewards & Benefits Ltd., positioning Isio as one of the largest pensions advisory businesses in the UK.

We are a People First business, so we want to make sure that you are supported to reach your goals, whatever they may be. We’ll support you with studying, be flexible around family life and enable you to give back to the community through paid volunteering days.

We aim to create an environment where you can succeed in a role which makes the most of your existing skills and develops new ones.

We are committed to equality, diversity and inclusion – bringing your whole self to work every day. We have hubs across the UK and many of our roles are flexible in location to help create a work-life balance that works for you.

Isio Group are an equal opportunities employer and we welcome applications from all suitably qualified candidates.

Member Advice Team, Team Leader

We are seeking a Member Advice Team (MAT) Leader to manage our Member Advice administration team.

This is an exciting time within our business as we are growing and seeking new market opportunities, which means we are looking for someone who is adaptable and can grow alongside our proposition.

You will lead a small team to work on projects prioritised by their commercial and operational importance alongside providing advice to our business (as usual) operations supporting IFA’s who give pension and wider financial services education, guidance and advice.

Working in partnership with our MAT Project Managers (PM’s) and your team of administrators, your team will be required to simultaneously deliver excellent administration and helpdesk support on several different projects for our corporate clients. Organisational skills and the ability to prioritise demands are therefore essential. Whilst some knowledge of project management is advantageous, it is not essential for this role.

As a Team leader you will be a role model and mentor for your team.

We are looking for someone confident in speaking to members and dealing with their queries rather than from a project or client management background. You will be working on a range of projects that will require strong technical skills and a good understanding of pension legislation.

The types of projects your team will undertake include:

1. Pension Increase Exchange (PIE) projects
2. Flexible Retirement Options projects
3. Enhanced Transfer Value (ETV)
4. New scheme implementations

Role and Responsibilities

Business as Usual

Providing pre and post-sale financial planning admin guidance to MAT Consultants, for both existing and new clients.

Fees and Invoices

Overseeing billing and reconciliation of the revenue alongside the Operations Manager.

Other Management Duties

Managing the day-to-day workflow of the Administration Team in Croydon.

Training & coaching of team members.

Liaising with the Paraplanning & Client Services Team Leaders to resolve the technical and process issues that arise within the team and provide guidance when needed.

Covering day to day activities when a team member is absent.

Work on ad-hoc projects that will improve processes, teams working and client experience.

Prepare regular MI for Operations Manager.

Experience and Competencies Required

Essential

• A-Level or equivalent.
• GCSE English and mathematics (A-C).
• Strong MS office skills.
• Basic level of knowledge of financial services.
• Experience in a leadership role/ managing people.
• Excellent communication skills.
• Experience of working in an administration environment.
• Experience interacting with clients.
• Experienced in working to deadlines, prioritising workload, always providing a high level of customer service.

Desirable

• A basic understanding of technical pensions and legislative knowledge and understanding.
• Experience of delivering administration services to Defined Benefit pension schemes.
• Certificate in Financial planning qualified or equivalent / any CII pension qualifications.
• Experience of working on a Helpdesk/Call Centre.
• Education to A Level standard, with at least 5 GCSE's, including Mathematics and English or equivalent.