Senior Pension & Retirement Support Specialist
Job Overview
At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.
THE ROLE
The Senior Pension & Retirement Support Specialist serves as a subject-matter expert in pension and retirement processing, delivering high-quality support to members, employers, and internal teams. This role focuses on education, information and guidance only, it does not involve giving financial advice or making recommendations.
Member support may be delivered 1:1, via referrals from the Retirement Solutions Team, or through group member presentations, webinars and workshops.
In addition, Employer engagement aims to inform their internal employee retirement process and pension education.
This role helps members engage with their pension, understand their pension options, retirement processes and key considerations, ensuring they feel confident, informed and supported.
Responsibilities:
Deliver member presentations and workshops to support account engagement, retirement education, and explain the benefits of Smart Retire
Provide clear, accurate information regarding plan provisions, eligibility, benefit options, and administrative processes
Track and measure the performance of retirement support services and present the results to internal stakeholders to inform next best action
Create a retirement education content library to help members make retirement decisions with confidence.
Provide 1:1 member support in their retirement planning
Share your knowledge and expertise with the wider Retirement Solutions team to help improve our retirement experience
Serve as an escalation point for Retirement Solutions, providing assistance and direction
Engage with Employers regarding their internal employee retirement process, providing support for retirement education and explaining the benefits of Smart Retire
Utilise data insights to identify and plan proactive engagement opportunities
Respond to complex enquiries while maintaining compliance with internal and regulatory standards.
Explain outputs, payment timing, and administrative rules without making recommendations or advising on benefit choices.
Contribute to the development of retirement services, support collateral, standard operating procedures and new customer education
Document case actions in accordance with audit standards and departmental procedures.
Maintain up-to-date technical knowledge, product and scheme rules, and regulatory changes.
Support internal audits and assist in developing corrective action plans when needed.
WHO WE ARE LOOKING FOR
The skills, experience, and aptitudes we are looking for are listed below but please don’t be discouraged from applying if you don’t meet every single one of these criteria – having a ‘can do’ attitude is sometimes more important than being able to tick every box:
5+ years of experience in pension administration and retirement operations, benefits support, or a similar field.
Explains complex pension rules in a simple, professional, and reassuring way without overwhelming or misleading members
Uses storytelling, relatable examples, and structured explanations to help members and employers to understand plan rules, timelines, and requirements.
Comfortable supporting members who may be unsure or confused about retirement processes; communication with compassion while staying within boundaries
Warm, confident presence that helps put members at ease, approachable demeanour to make complex processes feel manageable.
Ability to naturally tailor communication style to the audience, ranging from 1:1 to group presentation environments.
High attention to detail, analytical skills, and the ability to handle sensitive information
Genuinely motivated to help people understand processes, complete retirement requirements, and resolve issues.
WHO WE ARE
We work in partnerships with governments and financial institutions in the UK and internationally. Our cloud-native digital platform is revolutionising how people around the world think about, and save for, their retirement.
At heart, we’re a financial technology business. What we do is all about innovation, and using the power of digital change to put the customer first. Our Engineers will tell you that working at Smart gives you the opportunity to play your part in developing world-class technological solutions, working with – and learning from – like-minded people.
You’ll also find that, across our business, our colleagues love Smart’s culture, and how what we do means better financial outcomes for savers. That feels worthwhile, and it means that what we do, collectively, goes way beyond the nine to five of a typical working day.
Don’t just take our word for it – you can see what our colleagues say about working at Smart on LinkedIn Life and Glassdoor.
BENEFITS
At Smart, one of the eight principles we work to is “We want happy and good people in our team”. We created a list of benefits that helps us achieve this goal:
25 days’ holiday per year, increasing with length of service.
£500 annual training budget to spend on your professional development
Extensive private healthcare, including dental, eyecare and EAP
Enhanced sick leave (three months’ pay per year)
Enhanced maternity and paternity (maternity – 6 months fully paid/paternity – 3 weeks fully paid)
Death in service insurance cover
Fully-paid five-week sabbatical after five years of employment
In office wellbeing, such as manicures, massages and barbers.
Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist. They offer unique hand-tied bouquets, luxury flowers, letterbox flowers, plants and gifts to spend on friends and loved ones or even for yourself.
We think Smart is an awesome place to work. If it sounds like somewhere you’d like to work, too, and if you’re ready to play your part in our continued success in the future, then naturally we’d love to meet you.