Head of Guidance
About People’s Partnership:
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fueled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
Role Overview:
We’re looking for a visionary leader for the Guidance function within Customer Service. Shaping the strategic direction for multiple guidance teams, operating across multiple channels, whilst ensuring operational excellence of a function critical to customer outcomes and organisational reputation.
- Provide leadership to guidance managers and professional specialists, setting clear expectations and empowering teams to deliver high-quality retirement guidance across all customer contact channels (phone, video, chat).
- Act as a strategic partner to the Proposition team, co-creating guidance journeys, scripts, and tools that are both operationally feasible and aligned with broader business and regulatory strategies
- Serve as a trusted advisor to senior leaders across Customer Service, Proposition, Compliance, and Technology, building alignment and influencing decision-making at the highest levels.
- Represent the function in executive and governance forums, clearly communicating performance, risks, and strategic opportunities.
- Define and articulate the vision for change across regulatory developments, new propositions, and evolving guidance frameworks, ensuring alignment with organisational strategy and customer needs.
What You’ll Bring:
- Proven experience in leadership of customer guidance functions, ideally for retirement products.
- An ability to build and lead high-performing, inclusive teams, fostering a culture of engagement, accountability, and continuous learning.
- Ability to influence cross-functional teams and senior stakeholders.
- Excellent communicator with a track record of delivering results.
- Maintain and embed clear boundaries between guidance and regulated advice, ensuring robust controls, monitoring, and oversight are in place.
- Lead on compliance with Consumer Duty, vulnerable customer standards, and all relevant regulatory frameworks, partnering with Compliance and Risk to manage audits, thematic reviews, and regulatory change.
What you can expect from us:
- Generous pension contributions with an employer contribution of up to 14%
- Real living wage
- Income protection, critical illness cover & death in service insurance
- Employee healthcare
- Parental and adoption leave
- Learning & development opportunities and study support
- Travel season ticket loans
- Subsidised restaurant in our Crawley office
- Volunteering days and charity payroll giving
- Onsite gym
- Ride-to-Work scheme
- Social clubs and events
Disability Statement
People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.