Job Description

Details

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Reference number

419988
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Salary

60,000
Circa
GBP
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Job grade

Other###

Contract type

Permanent###

Business area

MAPS - Customer###

Type of role

Quality###

Working pattern

Flexible working, Full-time, Homeworking, Compressed hours###

Number of jobs available

3

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

Join us at the Money and Pensions Service (MaPS) as a Quality Manager

in the Customer Experience and Quality (CX&Q) team. These roles offer you the chance to make a significant impact by influencing the design and implementation of our services, ensuring interactions and customer journeys meet high-quality standards and deliver positive customer outcomes. You will support both our Advice and Guidance Services and facilitate wider-reaching workstreams, maintaining compliance with FCA-approved MaPS Standards across both grants and contracts as well as internal service delivery.


We have three opportunities to join our growing Design and Implementation team. Each role will play a key part in shaping how we embed quality into service design and delivery - whether that's developing business-as-usual approaches for a wide range of customer facing services including digital tools, dashboards and omni-channel customer journeys, supporting implementation, or helping to define and deliver future-state models.


This is a unique opportunity to work across a range of service areas, with the opportunity to follow services from design through to delivery. You'll work in a matrix environment, collaborating with cross-functional teams and influencing how quality is embedded at every stage of the service lifecycle.


If you're passionate about improving customer outcomes, thrive in a dynamic environment, and want to help shape the future of financial wellbeing services in the UK, we'd love to hear from you.


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

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Job description

Role Overview

The Quality Manager will report directly to Lead Quality Manager (Design and Implementation). In this role, you will be responsible for:

Key Responsibilities:

Design, test and implement new or existing customer experience and quality assurance methodologies with a focus on service design and ongoing delivery. Ensure MaPS Standard compliance, and other relevant customer experience and quality factors, are considered early, and via commercial activity if required. Building and maintaining strong relationships. Use a wide range of data and insights to identify opportunities, risks and support reporting. Use a wide range of data and insights to: Analyse options and make recommendations. ###

Person specification

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

Understanding of relevant sectors, complexity of delivery models and understanding of good drivers of customer experience and quality. Awareness of, and/or experience applying customer experience and quality monitoring and assurance principles and methodologies. Experience designing and implementing customer experience and quality monitoring systems and testing methodologies. Excellent stakeholder management skills. Effective and impactful communication and presentation skills. Strong analytical skills and experience of working with a range of data/insight sources. Strong organisation, prioritisation and planning skills. Strong proficiency with all standard MS Office applications.

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:


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Caring

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

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

MaPS00934

Close Date:

17/08/25



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

Security

Successful candidates must undergo a criminal record check.
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
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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