Bedford, East of England, MK42 9AP
Job Summary
Lead Quality Manager – Design and Implementation
c.£65000per annum
Bedford
Permanent
Hybrid Working
Join us at the Money and Pensions Service (MaPS) as a Lead Quality Manager. This role offers you the chance to make a significant impact by leading the teams input into the design and implementation of our advice and guidance services, ensuring high-quality information and a positive customer experience. You will support service delivery functions through mechanisms like delivery model assessments, commercial activity, and service design. Additionally, you will lead workstreams focused on developing customer experience and quality assurance methodologies. Championing the voice of the customer, you will drive service improvement and ensure compliance with FCA-approved MaPS Standards.
You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.
Job Description
Role Overview
The Lead Quality Manager (Design and Implementation) will report directly to Senior Customer Experience & Quality Manager.
Key Responsibilities:
In this role, you will be responsible for:
- Support the implementation of the Customer Experience and Quality (CX&Q) Framework across MaPS services, both internally and with external delivery partners.
- Design, test and implement new or existing customer experience and quality assurance methodologies to ensure a risk-based, proportionate and future proofed assurance approach can be applied to monitor and improve compliance during:
- To ensure that customer experience and quality are embedded in the way we design, implement, mobilise and deliver customer facing services at MaPS. This will include leading CX&Q team input when conducting delivery model assessments and/or designing or mobilising new services, or changes to existing services, to ensure MaPS Standard compliance, and other relevant CX or quality factors are considered early to set the service up for compliant future delivery.
- Lead service design, procurement, evaluation and eventual mobilisation input on behalf of CX&Q in key commercial activity aligned to MaPS service delivery model.
- Represent CX&Q in workstreams and working groups across MaPS, building and maintaining strong relationships including senior and operational stakeholders, both internally and externally.
- Ensure a wide range of data and insights are utilised to identify themes and opportunities for improvements to services.
- Ensure quality assurance methodologies are designed to collect meaningful data that can identify root causes and be used to drive improvements.
- Input into and lead elements of the service improvement plan for the CX&Q team.
- Working as part of the CX&Q management team, to support the delivery of the corporate and strategic objectives of the organisation by:
- Lead day to day project management of workstreams and line management of Quality Managers in the team.
Key Responsibilities:
- Support the implementation of the Customer Experience and Quality (CX&Q) Framework across MaPS services, both internally and with external delivery partners.
- Design, test and implement new or existing customer experience and quality assurance methodologies to ensure a risk-based, proportionate and future proofed assurance approach can be applied to monitor and improve compliance during:
- To ensure that customer experience and quality are embedded in the way we design, implement, mobilise and deliver customer facing services at MaPS. This will include leading CX&Q team input when conducting delivery model assessments and/or designing or mobilising new services, or changes to existing services, to ensure MaPS Standard compliance, and other relevant CX or quality factors are considered early to set the service up for compliant future delivery.
- Lead service design, procurement, evaluation and eventual mobilisation input on behalf of CX&Q in key commercial activity aligned to MaPS service delivery model.
- Represent CX&Q in workstreams and working groups across MaPS, building and maintaining strong relationships including senior and operational stakeholders, both internally and externally.
- Ensure a wide range of data and insights are utilised to identify themes and opportunities for improvements to services.
- Ensure quality assurance methodologies are designed to collect meaningful data that can identify root causes and be used to drive improvements.
- Input into and lead elements of the service improvement plan for the CX&Q team.
- Working as part of the CX&Q management team, to support the delivery of the corporate and strategic objectives of the organisation by:
- Lead day to day project management of workstreams and line management of Quality Managers in the team.
Person specification
You will need to demonstrate the following skills and experience.
To excel in this role, you will need to demonstrate:
- Understanding of the debt, money and pensions sectors with a working knowledge of the complexity in the delivery models.
- Strong knowledge of CX&Q monitoring and assurance principles within a service delivery and regulatory environment.
- Experience designing and implementing CX&Q monitoring systems and testing methodologies including customer journey focused approaches.
- Awareness and a working understanding of commercial processes including service design, procurement, evaluation and eventual mobilisation of key commercial activity aligned to service delivery models.
- Strong leadership and people management skills including:
- Excellent communication and stakeholder management skills influencing and engaging a range of stakeholders including senior and operational stakeholders, both internally and externally.
- Strong analytical skills and experience of working with a range of data/insight sources able to identify opportunities, risks and gaps, and present options and recommendations to enable data driven decision making.
- Proactive with strong project management, prioritisation and planning skills.
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.
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:
[email protected]. 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: MaPS00840
Close Date: 18/05/25
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.
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) (opens in a new window)
- 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 (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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.
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
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
Job Contact :
Recruitment team