Job Description

Customer Experience & Complaints Officer

c. 50,000 per annum

Bedford

Permanent

Hybrid Working

Are you a customer-focused professional with a passion for turning feedback into meaningful change? The Money and Pensions Service (MaPS) is looking for a proactive Customer Experience and Complaints Officer to join our Customer Experience and Quality (CX&Q) Team. In this vital role, you'll manage complex complaints, analyse customer feedback, and generate actionable insights that help improve services across MaPS and its delivery partners. If you're ready to make a real difference and help us empower people to make the most of their money and pensions, we'd love to hear from you!

Role Overview

The Customer Experience & Complaints Officer will report directly to Customer Experience Manager. In this role, you will be responsible for:

Key Responsibilities:

Complaints Handling & Remediation

Triage, investigate and respond to escalated or complex customer complaints in line with policy Maintain accurate complaints logs and records for all services Action and monitor complaint or detriment remediation as required to ensure timely and effective resolution Complete complaint reviews for adherence to complaint handling policies and processes Identify emerging issues and potential root causes based on complaint trends Assist in preparing insight summaries and reporting packs Assist in the preparation of complaints materials or provide complaints SME support where required

Customer Experience Support

Monitor customer feedback from various channels and customer insight sources e.g. emails & social media Support the administration of customer feedback surveys e.g. CSAT & Interaction Outcomes Support closed-loop feedback processes e.g. follow-up contact, constructive feedback Conduct and collate customer journey mapping and CX case studies to impartially identify good customer journeys or customer pain points Assist in preparing insight summaries and monthly reporting packs Assist in the preparation of customer experience materials or provide CX SME support where required Provide support on projects or workstreams as needed
Note: Officers may have a primary focus area based on workload and experience (e.g. complaints or insight/ service line split), but are expected to contribute flexibly across both areas

To excel in this role, you will need to demonstrate:

Essential Experience

Customer-Centric Mindset

: Passionate about improving customer interactions, with experience in complaints handling, customer experience or quality roles.

Communication Skills

: Excellent written and verbal communication, with the ability to share insights clearly and purposefully; confident using Microsoft Office.

Handling Complexity with Care

: Skilled in managing sensitive or complex customer issues calmly and fairly with experience working within complex delivery models.

Analytical Thinking

: Strong organisational and data management skills, with the ability to analyse customer feedback and surveys to generate actionable insights.

CX Knowledge

: Understanding of customer feedback mechanisms, survey tools and core customer experience principles.

Feedback & Collaboration

: Comfortable giving and receiving feedback objectively and sensitively with the ability to challenge constructively and work collaboratively.

Desirable Experience

Technical & Sector Expertise

: Proficient in CRM systems and survey tools, with experience in financial services--particularly Debt Advice, Pensions, and Money Guidance.

Stakeholder & Supplier Engagement

: Skilled in managing internal stakeholders and external suppliers with experience navigating matrix environments and contributing to cross-functional projects.

Regulatory & Standards Awareness

: Background in regulatory, standards, or best practice-controlled environments, ensuring compliance and quality assurance.

Service Improvement & Feedback Culture

: Experienced in root cause analysis, service improvement initiatives, and giving and receiving feedback constructively and sensitively

About Us

The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

At the heart of the Money and Pensions Service are our values - caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We're not only looking for the best people to come and work for us, but we need people who align themselves with our values:

Caring

We care about our colleagues and the people whose lives we are here to transform.

Connecting

We will transform lives through our ability to make positive connections.

Transforming

We are committed to transforming lives and making a positive societal impact.

Our Inclusive Working Environment

By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to "bring their whole selves to work."

Our colleague and ally networks encompass LGBTQ+, neurodiversity, women's health, men's health, ethnicity, and diversity.

What We Offer

Generous Annual Leave - 30 days plus Bank Holidays

Pension scheme - contributions matched 2 to 1 (up to 10% of your salary)

Interest-free loan for season tickets for buses and trains

Cycle to work Scheme

Subsidised eye tests & flu jabs

Life assurance scheme

Give as you earn scheme

Employee assistance programme (EAP)

PAM Assist and PAM Life scheme (Wellbeing)

Enhanced family and sick pay

Paid volunteering (2 days a year)

Recognition Scheme

Discounts portal to numerous retailers

Flexible Working

At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Career Development

In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.

Reserve List

If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.

Application Process

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Job Reference:

MaPS00944

Close Date:

01/09/2025

Job Types: Full-time, Permanent

Pay: 50,000.00 per year

Work Location: Hybrid remote in Bedford MK42 9AP