Job Description

Trainer - Tier 1

c.40,000 per annum

Bedford

FTC - 6 Months

Remote Working

Join us at the Money and Pensions Service (MaPS) as a Trainer. This role offers you the chance to make a significant impact, by delivering engaging and effective training to our frontline contact centre colleagues

.

You will lead the facilitation of onboarding, upskilling, and briefings, ensuring colleagues are equipped to provide an excellent customer experience. In addition to training delivery, you'll support the design and evaluation of curriculum, identify opportunities to enhance learning materials and delivery methods, and measure the success of interventions through clear, data-driven outcomes. Working closely with the Quality, Training and Knowledge Team, Operations, and other stakeholders, you'll help embed continuous learning and improvement into the organisation's culture--using a variety of delivery tools to maximise impact while minimising operational disruption.

Role Overview

The Trainer will report directly to the Colleague Training Manager. In this role, you will be responsible for:

Key Responsibilities:

To support design, delivery and evaluation of signed off curriculum to new and existing MaPS colleagues

Facilitating onboarding, upskilling and briefings to front line and 1st line managers in our identified external partner to support excellent customer experience.

Identify opportunities to enhance material and delivery mechanisms to improve speed to competency, colleague engagement and customer satisfaction.

Measure success of learning interventions and support enhancing skill and customer satisfaction through training needs analysis with clear, measurable outcomes.

Work with the wider Quality, Training and Knowledge Team as well as Operations and other stakeholders.

To integrate learning and continuous improvement as part of the DNA of the organisation ensuring meaningful and impactful delivery using a variety of delivery tools whilst minimising operational impact.

You will need to demonstrate the following skills and experience.

You will be responsible for the training for our outsource Tier 1 services.

Training and Knowledge:-

Facilitate onboarding to new colleagues within our outsource provider

Deliver upskill training

Design learning interventions to improve speed to competency and enhance customer and employee experience

Ensure the content for our colleagues is up to date and appropriate

Measure the effectiveness of training delivered through speed to competency, enhanced customer experience, quality and operational metrics

Use a variety of learning tools to ensure maximum influence of learning with minimal operational impact

Ensure training is recorded

Support training needs analysis process in line with the functional process

Be an SME for our external partner

Support the rollout of the competence framework and other initiatives from the internal MaPS organisation to our external partner as appropriate

Support training reporting requirements

Experience and expertise:

Essential

Facilitation skills - dynamic delivery skills ensuring all learning styles are catered for (minimum 5 years). Covering both technical and soft skills at front line and first line manager level.

Experience of facilitation through various methods including workshops, virtual sessions and coaching to support on the job learning.

Training material design - using a variety of delivery mechanisms (face to face, virtual, e-learning, distance learning etc), design and build impactful learning interventions

Training needs analysis - experience in conducting TNA and identifying measurable learning needs as an outcome

Reporting - able to gather data and identify outcome trends

Desirable

Contact centre experience

Training qualification

Personal attributes:

Excellent verbal and written communication with the ability to delivery complex information in an easy to understand format

Good understanding of Learning and Development principles and practices

Committed to self-development and self-reflection. Gathers information on the effectiveness of their own practice.

Passionate about making a difference and continuous development

Organised and methodical with attention to detail

Ability to build effective and collaborative relationships

Able to work independently and as part of a team

Empathy of our work and identification with our mission 'better financial futures for everyone in need'

Embodies our values

o Caring - we care about our colleagues and people whose lives we are here to transform

o Connecting - we will transform lives through our ability to make positive connections

o Transforming - we are committed to transforming lives and make positive societal impact

Environment - able to work at pace in a dynamic environment

Adaptable - adapts easily to change

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.

Step 1: Submit Your Application

Open: 07/11/2025 | Deadline: 23/11/2025

To apply, please submit the following documents:

Your most up-to-date CV

Step 2: Telephone Interview

Between 07/11/2025 - 25/11/2025

If your application is shortlisted, you will be invited to a telephone interview with one of our recruiters. This is an opportunity to:

Discuss your experience in more detail Learn more about the role and our organisation Ask any questions you may have

Step 3: Final Stage Interview

Hosted on W/C 01/12/2025

Successful candidates from the telephone interview will be invited to an interview over Microsoft Teams. This stage will include:

A presentation: As part of your interview we'd like you to deliver a short training session to the panel. This is an opportunity for us to get a sense of how you communicate, structure ideas and engage an audience. A series of competency-based interview questions

Job Reference:

MaPS01033

Close Date:

23/11/2025

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Pay: 40,000.00 per year

Work Location: Remote