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Process Improvement Officer

Reporting to: Lead Associate - Customer Support (Development)
Team: Front Line Regulation
Contract type: Fixed term for 8 months
Salary: From £26,218 per annum
Location: Brighton
Closing date: Tuesday 11 August 2020

Job ref: 1757

TPR grade: 11

About us

The Pensions Regulator (TPR) is responsible for protecting workplace pensions in the UK, working with employers and those running pensions to help people save safely for their retirement. We have an excellent office location in the heart of Brighton and have a diverse, lively and professional growing workforce.

We are committed to making TPR a great place to work and doing all we can to support our people to reach their full potential. Join our expanding team for the chance to be a part of the biggest change to pensions in a generation.


We’re looking for a Knowledge Officer to build and maintain a comprehensive support service for Customer Support, ensuring the right knowledge is available to the right people. You will need to:

  • ensure the capture and sharing of knowledge across the team to establish a culture of continuous improvement and learning
  • develop user friendly knowledge content and products for Customer Support
  • drive people towards the content
  • embed the content in processes, procedures, products and systems
  • identify knowledge gaps and learning needs
  • draft and facilitate technical content for operational procedure and processes


  • capture knowledge, ensuring a consistent approach across teams and departments
  • drive high levels of engagement with the content
  • deliver prioritised plans for roll out and maintain content to ensure the greatest impact
  • prioritise the delivery of material in line with changing business needs

Essential and desirable criteria


  • track record of delivering tangible improvements, embedding best practice and achieving measurable business benefits
  • evidence of using ideas, insights and lessons learnt to improve performance and/or delivery
  • an ability to assimilate information and understand a lot of information, determine what is important and challenge if required
  • use and evaluate current principles, suggesting and implementing improvements or new principles to improve outcomes
  • effective written and verbal communication skills


  • experience of delivering a knowledge management strategy, procedures and processes
  • proficient in creating, uploading and maintaining content through an online platform

Person specification

  • ability to prioritise and use initiative
  • problem solving and analytical skills
  • communication skills at all levels
  • attention to detail and accuracy
  • personable and a team player

Salary and benefits

As well as a starting salary of £26,218, we offer:

Civil Service Pension arrangements, which are recognised as some of the best in the pensions world

  • discretionary bonus arrangements
  • access to performance related pay progression
  • 25 days annual leave provision
  • flexible working arrangements
  • development opportunities
  • enhanced parental leave arrangements
  • a free employee assistance programme
  • an excellent office location in Brighton

How to apply

We provide an exciting, supportive and flexible working environment, and are committed to helping our people meet their full potential.

The Pensions Regulator is an inclusive employer and offers equal opportunities to all regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex and sexual orientation. TPR welcomes applications from the BME and LGBT communities who are currently under represented at TPR.

Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview.

Applications will be considered on a part time and job share basis.

Please send your CV to along with a covering letter ,quoting ref 1757 with details of how your experience and skills meet our essential criteria and details of your notice period.
Please be aware we are currently holding interviews through Skype due to COVID-19.

If you have any enquiries with regards to this role or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email