Job Description

Details

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Reference number

432971

Salary

55,000
Circa
GBP

Job grade

Other

Contract type

Permanent

Business area

MAPS - Customer

Type of role

Business Management and Improvement

Operational Delivery

Working pattern

Flexible working, Full-time, Job share, Part-time, Compressed hours

Number of jobs available

1

Contents

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Location About the job Benefits Things you need to know Apply and further information

Location

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Bedford

About the job

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Job summary

Operational Support Manager

c.55000per annum

Bedford

Permanent

Hybrid Working

Join us at the Money and Pensions Service (MaPS) as an Operational Support Manager. This role offers you the chance to make a significant impact by providing operational leadership and coordination at the heart of the Customer Experience and Quality (CX&Q) team. You'll drive improvements in how data, communications, and reporting tools are used to support decision-making, while also leading stakeholder engagement and communication planning to ensure clear, consistent messaging. As a key escalation point for operational issues, you'll help resolve challenges swiftly and champion continuous improvement. Through collaboration and influence, you'll ensure CX&Q activities are seamlessly integrated across the team.



You'll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.

Job description

Role Overview

The

Operational Support Manager

will report directly to the Head Of Customer Experience and Quality. In this role, you will be responsible for:

Key Responsibilities:

Operational Coordination & Governance

:
Lead the governance and periodic review of key documentation to ensure alignment with MaPS Standards. Maintain a central document repository (e.g. SharePoint), enforce naming conventions, version control, and access permissions.

Reporting & Planning

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Coordinate the preparation and delivery of internal and external reporting, ensuring alignment with organisational priorities. Develop and manage cross-functional milestone and communication planners to support team-wide visibility and delivery.

Stakeholder Engagement & Communication

:
Conduct stakeholder mapping to identify communication needs, manage the sign-off and distribution of team communications, and ensure consistent messaging across CX&Q and wider MaPS teams.

Risk & Issue Management

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Lead the coordination of CX&Q risk management, escalating issues into wider MaPS risk activity as needed. Act as the central point of contact for operational queries and escalations.

Team Alignment & Knowledge Sharing

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Organise and facilitate regular stand-ups and meetings to align on priorities and dependencies. Track actions, decisions, and updates through shared logs and tools, and champion best practices for knowledge sharing across teams

Person specification

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

Strong attention to detail and data accuracy

Demonstrates ability to manage complex datasets with precision, ensuring high standards of data integrity across reporting and planning tools

Experience of risk identification and management

Experience in proactively identifying operational and strategic risks and implementing mitigation strategies to support business continuity and quality outcomes.

Excellent communication and stakeholder engagement skills

Skilled in building strong relationships across all levels of the organisation, with the ability to influence, engage and align stakeholders around shared goals.

Ability to manage multiple priorities and work independently

Proven ability to manage multiple priorities in a fast-paced environment, working autonomously while maintaining focus on strategic objectives

Internal Communications and Planning

Experience in designing and executing internal communication strategies that support change, engagement and alignment across the CX&Q team

Benefits

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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.

Things you need to know

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Selection process details

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:

MaPS00979

Close Date:

26/10/25



Feedback will only be provided if you attend an interview or assessment.

Security

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:


UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.



We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

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Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

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Job contact :

Name : Nick Heron Email : nicholas.heron@reed.com
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Recruitment team

* Email : nicholas.heron@reed.com