Senior Shift Supervisor £57500 per annum Bedford Permanent Remote Working Join us at the Money and Pensions Service (MaPS) as a Senior Shift Supervisor. The Shift Supervisor team provides the operational backbone for effective service delivery across MaPS Guidance Services. The role of the Senior Shift Supervisor is to ensure that this function has the tools and capabilities to help the service run smoothly, meet key performance indicators, and help staff to feel supported. The Senior Shift Supervisor will provide line management and support to a team of shift supervisors, act as the primary point of escalation and duty manager for all in-day service and staff issues. You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing. The role In this role you will be responsible for the following; Facilitate a daily resource and planning briefing. Provide a ‘Duty Manager’ function for the escalation of difficult interactions including, but not exclusive to, expressions of dissatisfaction, stakeholder contact, and accessibility considerations. Ability to lead, motivate, and support a team of up to 12supervisors during shifts, ensuring high performance, accountability, and a positive work ethic. Provide a clear mandate to the Supervisor team as to the priorities of each day Manage, prioritise, and cascade urgent operational messages to the team asrequired, this includes plans for attending briefings and closure of service Assess ad-hoc or early appointment requests that arise, balancing any urgent or accessibility issues with the wider needs of the day Takeappropriateand timely action to address any operational issues, cognisant of KPIs and service level expectations Take ownership of any unplanned interruptions to the service, delegate tasks toappropriate colleaguesas required to mitigate disruption and initiate business continuity procedures. Provide in-day updates to line managers and Service Delivery Managers. Agree and publish weekly shift supervisor rota – ensuring that there isappropriate supervisorcover across all opening hours and service lines. Contribute to the development of the team (both supervisor and wider service) through sharing and supporting the cascade of communications,feedbackand insights. Attend organisational wide meetings in line with requirements of the role and the development of the service. Key accountabilities Essential: Able to role model the MaPS values and commitment to public service Strong operational experience in a busy omni channel customer facing environment. Decisive with the ability to take personal responsibility and use own initiative to support operational decision making (within the scope of the role) to support the delivery of KPIs. Line management experience with a successful track record of mentoring and motivating others with the ability to contribute to the building of a successful and high performing team. Strong IT skills with the ability to navigate systems and extract and understand key data. An aptitude to use initiative, to be flexible and to sometimes take on tasks that may not be in the direct scope of the role. Skills & experience Desirable: Experience working with workforce management or real time operational tools. Ability to contribute to continuous improvement initiatives across service operations. Strong stakeholder management skills with the confidence to influence at multiple levels. Background in money and pensions guidance delivery with the ability to confidently talk to technical staff and customers. Other 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. Other 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.