Retirement Options Specialist

LV=; Bournemouth; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A financial services company in Bournemouth seeks a motivated Retirement Options Specialist to handle annuity sales calls and provide exceptional customer service. In this hybrid role, you'll inform customers about options, manage calls, and facilitate appointments for further advice. Candidates should possess strong sales, communication, and analytical skills, and be working towards financial qualifications. An attractive benefits package is offered, along with a sales bonus scheme.

Benefits

26 days' holiday

Annual bonus scheme

Flexible benefits

Competitive pension scheme

Employee Assistance Programme

Qualifications

• Previous experience in a phone-based role with a focus on customer experience.
• Compliance and professionalism in a regulated sales environment.
• Ability to manage workloads independently and prioritize effectively.

Responsibilities

• Conduct non-advisory annuity calls, informing customers of their options.
• Manage inbound calls for retirement solutions with professional guidance.
• Generate new leads and contribute to profitability initiatives.

Skills

Excellent customer experience

Sales background

Communication skills

Numerical skills

IT skills

Education

R04 exam within 6 months

RO1 exam within 12 months

CF level exam pass

Job description

About The Role

We have a fantastic opportunity for a motivated, customer-focused individual to join our established team as a Retirement Options Specialist.
Within this key role, you’ll represent LV= as the first point of contact for existing and prospective retirement advice customers.
You’ll complete non-advisory annuity sales calls in line with customer requirements, handle incoming calls, and update the system with accurate notes. Where needed, you’ll transfer customers to our qualified advisory team, by phone or by booking an appointment.
You’ll provide exceptional customer service to all (existing and prospective customers), clearly explain their options, ensuring that regulatory requirements are consistently met in line with our agreed KPI framework, and ensure customers receive timely updates.
This is a permanent, full-time, hybrid role, based at our Bournemouth office (you will have the opportunity to work both from home and the office).
As this is a sales-focused role, you will be eligible for our sales bonus scheme.

Key Responsibilities

• Complete annuity sales on a non-advisory basis in line with the Training and Competence scheme.
• Conduct non-advisory annuity calls, ensuring prospective customers are fully informed and understand all available options, including drawdown, investment-linked annuities, and fixed-term products.
• Manage inbound calls relating to ‘At Retirement’ solutions, providing clear and professional guidance.
• Assess customer needs to determine whether professional financial advice or alternative solutions (such as fixed-term or investment-linked annuity contracts) would be more suitable and transfer them to a Financial Adviser when appropriate.
• Book appointments into the adviser’s diaries.
• Generate new leads and business opportunities proactively by following up with mailing respondents and internet-generated enquiries.
• Contribute ideas and initiatives that support the company’s wider goal of driving profitability.
• Maintain consistently high standards, meeting the requirements set by LV= Risk Management and external regulatory bodies.
• Develop and expand your expertise in financial services, ensuring you can meet the evolving needs of members accurately and effectively.
• Analyse management information (MI) to identify trends and use insights to improve performance and conversion rates.
• Support the Retirement administration team when required, helping to deliver a seamless and positive customer journey from application through to completion.

About You

• Have previous experience of working in a phone-based role, with a focus on excellent customer experience and meeting KPIs.
• Have a sales background within a regulated environment, demonstrating compliance and professionalism.
• Demonstrate excellent communication, sales, and negotiation abilities, combined with active listening, information retention, and rapport-building skills.
• Possess strong numerical and IT skills, with the ability to problem-solve creatively and think laterally.
• Be able to manage workloads independently and prioritise high-importance tasks effectively.
• Have gained or be studying for R04 exam within 6 months of starting, and RO1 exam within 12 months of starting.
• Have gained exam pass at CF level or above.

Rewards & Benefits

This role is a Band B in the LV= salary structure.

At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers. We’ll reward your hard work with an attractive, competitive salary and benefits package, which includes:

• 26 days' holiday – increasing after two years of service to 28 days
• The opportunity to buy or sell up to five days of holiday
• An annual bonus scheme based on company and personal performance
• Flexible benefits, including a cycle to work scheme, personal accident insurance, critical illness cover, private medical insurance, and dental insurance
• Competitive pension scheme - LV= Life and Pensions will double-match the amount you pay, up to 14% (subject to National Minimum Wage requirements)
• Group Life Assurance of four times your basic pay to your dependents (you’ll have the option to increase this to 8 x cover)
• Group Income Protection, if you enroll into the pension scheme and reach 5 years of service
• Employee Assistance Programme (EAP) service for support when you need it
• Virtual GP service
• Shared parental leave
• Up to 20% discount on our life products for you and your immediate family.

About Us

Here at LV= Life and Pensions we love to hear from great people, so don’t forget to connect with us on social media.
We’re proudly an equal-opportunity employer and we highly value diversity and inclusivity.
We don’t discriminate on race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We’re also open to conversations about flexible working as part of your application - if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen.
Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship for your application to be considered.