Customer Experience and Quality Assessor
c.£50,000 per annum
Home Working (remote)
Permanent
Join the Money and Pensions Service (MaPS), an Arms-Length organisation sponsored by the Department for Work and Pensions. As a Customer Experience and Quality Assessor, you will play a crucial role in ensuring that the services funded and delivered by MaPS meet high standards of quality, providing valuable information, advice, and guidance to customers across the UK.
Key Responsibilities:
- Conduct high-quality and impartial assessment activities, benchmarking evidence presented against prescribed standards within an expected SLA.
- Create impartial and factual reports, summarising findings, providing objective and constructive feedback, acknowledging good practice where observed, and making recommendations for future improvement as appropriate.
- Identify whether non-compliance has caused material or detrimental impact to the customer, in line with the current MaPS definition of detriment.
- Contribute to improving the existing Customer Experience and Quality framework and methodologies.
- Maintain technical knowledge via CPD and training activities, with a minimum of 16 hours per year.
- Attend and participate in calibration sessions with external and internal quality teams.
- Conduct on-site checks at external organisations when required.
You will need to demonstrate the following skills and experience.
- Ability to work to agreed priorities within a fast-paced environment and be responsive to changes in requirements.
- Demonstrated ability to examine and review all evidence presented against the MaPS Standards and sub-requirements to support an assessment.
- The ability to manage challenges and pressure at peak assessment periods.
- Strong analytical skills with attention to detail.
- Excellent report writing and communication skills.
- Current knowledge of pension-related legislation, regulation, policy, and practice.
- Significant experience in Financial Services, Advice, or Guidance sectors.
- Committed to ongoing professional development.
- Proficient with various IT platforms.
Desirable Experience
- Qualifications such as Level 4 FCA recognition or membership with the Pension Management Institute.
- Experience with vulnerable customer groups.
- Background in delivering Pension Guidance or Pension Wise sessions.
- Experience in conducting quality assessments or file reviews.
- Familiarity with multiple communication channels (Face to Face, Telephone, Webchat).
- Welsh language proficiency (oral and written).
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 in and around Bedford to come and work for us, but we need people who align themselves to 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 a positive societal impact.
About MaPS
At MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.
About our people
We are keen to encourage applications from individuals across the whole community with the skills, knowledge, and behaviours for the job, and who show a strong commitment to MaPS’ objectives, values, and vision. It is important to us that we continue our ambition to be a genuinely diverse and inclusive organisation, so that we reflect the people we are here to help.
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.”
By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ+, neurodiversity, women’s health, men's health, ethnicity, and diversity.
What Money and Pensions Service can offer you?
- Generous Annual Leave – 30 days plus Bank Holidays
- Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
- Interest-free loan to help you buy season tickets for buses and trains
- Cycle to work Scheme
- Subsidised eye test & flu jabs
- Life assurance scheme
- Give as you earn scheme
- Employee assistance programme (EAP)
- Enhanced family and sick pay
- Paid volunteering (2 days a year)
- Recognition Scheme
- Discounts portal to numerous retailers
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, noncontractual arrangement and your office 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.
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.
If you’re already a MaPS employee, and as part of our Talent Strategy, we’re committed to strengthening opportunities for our people to learn, grow, progress, and thrive. For many of you, this may be preparing and applying for your next role with us, and we're passionate about ensuring you feel supported throughout your internal recruitment experience. Please get in touch if you want to know more about some of the ways in which we could support you by emailing recruitment@maps.org.uk
Terms and conditions | Money and Pensions Service (maps.org.uk)
Job Reference: MaPS00792
Close Date: 18th March 2025