Retirement Guidance Team Lead

People's Partnership; Crawley; Hybrid; GBP 55,000 - 70,000; Full time

Benefits offered by this job

Real living wage

Pension contributions 14%

Income protection

Healthcare

Parental leave

Study support

Travel season ticket loans

Volunteer days

Onsite gym

Social clubs

Job summary

People's Partnership is seeking a Guidance Team Manager to lead a team of up to 12 Guidance Executives, delivering high-quality, compliant financial guidance throughout members’ savings journey and as they approach retirement.

You will develop a high-performing team, coach staff, and ensure fair outcomes in line with regulatory standards while supporting vulnerable customers and driving continuous improvement.

Qualifications

• Proven experience leading customer-facing teams in 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 skills across Operations, Proposition, Risk and Compliance.
• Experience driving continuous improvement and embedding sustainable change.
• Understanding of the retirement solutions landscape and options available.

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 guiding outcomes.
• Foster a culture of professional curiosity, ensuring processes and decisions are continually reviewed and strengthened for vulnerable customers.
• Ensure members receive accurate, consistent, high‑quality financial guidance in line with regulatory requirements and company standards.
• Support members throughout their savings and retirement journey by helping them understand options and make informed decisions.

Skills

Team leadership

Coaching & development

Customer service focus

Regulated environment knowledge

Stakeholder management

Job description

People's Partnership is seeking a Guidance Team Manager to lead a team of up to 12 Guidance Executives, delivering high-quality, compliant financial guidance throughout members’ savings journey and as they approach retirement.

You will develop a high-performing team, coach staff, and ensure fair outcomes in line with regulatory standards while supporting vulnerable customers and driving continuous improvement.