Job Description

Details

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Reference number

436775

Salary

40,000
Circa
GBP

Job grade

Other

Contract type

Fixed term

Length of employment

6 months

Business area

MAPS - Customer

Type of role

Education and Training

Working pattern

Flexible working, Full-time, Homeworking, Job share, Part-time, Compressed hours, Part year, Shift working

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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Remote working (anywhere in the UK)

About the job

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Job summary

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

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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.

Job description

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

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.

Person specification

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 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 + 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 positive societal impact
Environment - able to work at pace in a dynamic environment Adaptable - adapts easily to change

Benefits

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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

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

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.

Job Reference:

MaPS01033

Close Date:

23/11/2025




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

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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Contact point for applicants

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Job contact :

Name : sopohie rigney Email : sophie.rigney@reed.com
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Recruitment team

* Email : sophie.rigney@reed.com