Senior Support Advisor

At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.
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.
Deliver member presentations and workshops to support account engagement, retirement education, and explain the benefits of Smart Retire
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.
Contribute to the development of retirement services, support collateral, standard operating procedures and new customer education
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.
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; Warm, confident presence that helps put members at ease, approachable demeanour to make complex processes feel manageable.
~ Genuinely motivated to help people understand processes, complete retirement requirements, and resolve issues.

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. 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. 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.

Our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.