The Church of England Pensions Board provides retirement services to those who have served or worked for the Church of England – they are our customers and this role is all about our customers.
This is a time of change for the Pensions Board, with a new CEO in post, and a new Chair from May 2019. The postholder will work very closely with the CEO to review and refresh our vision and strategy, develop a strategic plan reflecting customer and stakeholder needs, and then bringing about the change necessary to implement that plan.
To be successful in this role you don’t particularly need to be an expert in pensions or housing (our two main operational activities) but you do need to care about customers; you need to be someone who enjoys working with others; curious about why things are the way they are, yet practically minded; and someone who can envisage change and influence others to achieve it, someone able to spot where we are not as joined up as we should be, and ensure that we are communicating for the benefit of our customers and stakeholders rather than ourselves.
This role offers the opportunity for some truly long-term vision and planning. We need to be thinking about the needs not only of our current retired customers but also those who are just at the start of their working lives. Over the next decade we will see a huge increase in the numbers retiring; people are living longer and their needs change over time; there are technologies we are not even beginning to harness; and there are the expectations of the wider Church with whom we work.
Champion the ‘customer’ within the Pensions Board; undertake or commission customer insight; and assist staff in thinking placing our customers at the centre of their work and our projects.
Support the CEO in the development and articulation of the Board’s strategy; develop our strategic plans to give life to our vision and strategy, and consulting widely in doing so.
Facilitate implementation of change and development of services, supporting the operational teams and Executive team colleagues.
Advising on stakeholder management: Develop and implement engagement and communications strategies for key stakeholders (e.g. dioceses and major employers) and for major projects and programmes of work; liaising with the Comms team and others as required.
Draw connections between operational activities in different teams, and with other NCI activities where appropriate.
Manage complex or sensitive projects or issues, and oversee reputation management, thinking through the consequences of decisions and communications.
Understand broader customer, social and technological trends and how the Pensions Board might respond to these.
Ensure that we are challenging the basis of decisions from the perspectives of our customers and our vision.
Support the wider National Church family as a senior leader, contributing to the development of the NCIs and working across church bodies*
Act as a close adviser and sounding board for the Chief Executive and Exec team.
*The National Church Institutions (NCIs) support the work of the Church of England. In addition to the Pensions Board the other two principal NCIs are the Archbishops’ Council and the Church Commissioners. These three NCIs are co-located in Church House Westminster.
Person specification :
Naturally collaborative, enjoys working with others
Effective influencer, able to create acceptance and support for ideas, able to inspire and deliver change without having line management control and in a culture which can be averse to change
Strategic thinker, able to grasp the big picture, take a long term as well as short term view, and draw connections across subjects and organisational boundaries
Manager of change, able to deliver both continuous improvement and projects
Excellent communicator: able to understand the needs of different audiences and adapt communications to suit; able to listen to customers, staff and stakeholders; excellent presentational skills; excellent drafting skills, able to write for the customer
Understands organisational priorities, wider social environment and institutional constraints, and how to translate these into deliverable and sustainable strategies.
Good IT skills
Significant recent experience at a senior level of :
Working with Boards and staff teams to develop and implement strategic plans, including monitoring of progress to delivery
Experience of successfully delivering customer-focused product or process improvement and overcoming barriers to change
Experience of forming appropriate messaging / communications from a strategic perspective as part of a change programme or in response to difficult situations
Identifying customer needs and using customer insight techniques to develop options for change, including service delivery
Real commitment to customer service and engaging with stakeholders
Comfortable and effective in working in a context where there is limited supervision, competing priorities, multiple stakeholders and sometimes tight deadlines
Takes pride in delivering high quality outputs (e.g. presentations, documents)
Willing and able to personally undertake projects and work programmes without the support for a team of direct reports
Willing and able to model the NCI values and challenge inappropriate behaviours effectively
Role model for effective change management and successful in encouraging others to implement change well
Self-aware, with a high level of emotional intelligence; committed to personal development and seeking feedback on performance
Degree level, or able to demonstrate experience and skills to an equivalent level
Experience of working in the public or not for profit sectors or providing services to those sectors
Awareness, knowledge or understanding of the Church of England, its structures, values and ethos
Experience of working successfully with Trustees or non-executive boards
Knowledge of pensions or housing management
Knowledge or experience of customer insight tools and techniques, able to demonstrate understanding of the distinction between customer needs and wants
Experience of producing written material particularly for customers and/or supporting others in doing so
We in the National Church Institutions support the mission and ministries of the Church all over England. We work with parishes, dioceses (regional offices), schools, other ministries and our partners at a national and international level.
Excellence, Respect, Integrity
We follow these three values in everything we do, whether we are of Christian faith, another faith or no faith. To learn more about working for National Church Institutions and our benefits, please click here
As we are a member of the Armed Forces Covenant, we welcome all applications from those you have served in our Armed Forces and their families
We are committed to building a culturally diverse workforce. As part of this commitment, we welcome applications from people, regardless of their background. As a Disability Confident committed employer, it is important to note that there may be occasions where it is not practical or appropriate to interview all disabled applicants who meet the minimum criteria* due to high volume. We limit the amount of interviews conducted to five applicants per open post we advertise.