Job Description

Guidance Support Co-Ordinator

(Focus on Pension Wise service)

c.26,000 per annum

Homeworking

Permanent, Full Time (35 hours)

This role offers 100% remote working so you can be based anywhere in the UK.

Join a busy team of highly experienced experts, you will work with us to help people make the

most of their money and pensions, by providing high quality interactions and support that truly has

the potential to positively change lives.

As a Guidance Support Co-Ordinator, you will be responsible:

Triage incoming calls and other contact types from customers, using fact-finding skills to assess their needs leading to the provision of straight-forward guidance, signposting them to the most appropriate service ensuring they get the right guidance at the right time, or booking the appropriate appointment based on their needs.

Interact with our customers assisting with appointment booking enquiries, modifications, and
cancellations.

Respond proactively to customer demand, working to agreed service delivery standards.

Provide timely and accurate follow-up information when required, that adds value to
the services provided and is clear and easy to understand.

Contribute to the continuous improvement of our service through ad hoc project work 6. Attend meetings and workshops etc., within the scope of the role.

You would be joining our home-based team of specialists providing the above services to the public between the times of 8.00am to 6.30pm Monday to Saturday. Our telephone lines are open 8.00am to 6.00pm and shifts for this role will be set within this time. As a flexible employer we are open to discuss what work patterns are mutually beneficial to meet the needs of our business.

You will need to demonstrate the following skills and experience.

An awareness of financial planning principles, including different types of pensions and the main state benefit systems, to support customers with general money guidance.

An awareness of financial scams and their implications on financial planning

A commitment to on-going personal and professional development; we may require you to undertake training within the scope of the role

Excellent spoken communication skills and ability to translate complex ideas and topics into plain language

Experience of dealing with members of the public

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 in and around Bedford to come and work for us, but we need people who align themselves to our values: -

Caring

We care about our colleagues and 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 make a positive societal impact.

About MaPS

At MaPS, we help people - particularly those most in need - to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.

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."

By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ+, neurodiversity, women's health, men's health, ethnicity, and diversity.

What Money and Pensions Service can offer you?

Generous Annual Leave - 30 days plus Bank Holidays

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

Interest-free loan to help you buy season tickets for buses and trains.

Cycle to work Scheme.

Subsidised eye test & 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

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.

If you're already a MaPS employee, and as part of our Talent Strategy, we're committed to strengthening opportunities for our people to learn, grow, progress, and thrive. For many of you, this may be preparing and applying for your next role with us, and we're passionate about ensuring you feel supported throughout your internal recruitment experience. Please get in touch if you want to know more about some of the ways in which we could support you by emailing recruitment@maps.org.uk

Please note:

The Money and Pensions Service requires all candidates to have the legal right to work in the United Kingdom. Unfortunately, we are unable to offer visa sponsorship for this role.

Step 1: Submit Your Application

Open: 16th October | Deadline: 30th October

Please submit an up-to-date CV highlighting your recent experience and how you meet the criteria for this role.

Step 2: Pensions Technical Test

Between 17th October 31st October

If you are shortlisted, you will be invited to complete a multiple-choice assessment designed to evaluate your financial knowledge.

You will have

24 hours

to complete the test from the moment it is sent to you.

Once you begin, you will have 10 minutes to answer 15 questions.

Please note: the test will be automatically be submitted after the time limit has elapsed.

Step 3: Telephone Interview

Between 18th October - 3rd November

Candidates who pass the test will be invited to an informal telephone interview with the Reed team to discuss your experience and the role in more detail.

Step 4: Final Stage Interview

Successful candidates will attend a formal virtual interview with the MaPS team via Microsoft Teams

Duration: Approximately 30 minutes

Format: Competency-based questions

Start date: 09th December 2025

Induction dates: 09th December - 24th December (No holidays will be approved during this period of time)

Job Reference:

MaPS01023

Close Date:

30th October 2025

Job Types: Full-time, Permanent

Pay: 26,000.00 per year

Benefits:

Work from home
Work Location: Remote