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Quality Manager - Design and Implementation
c.£60000 per annum
Bedford
Permanent
Hybrid Working
Join us at the Money and Pensions Service (MaPS) as a Quality Manager in the Customer Experience and Quality (CX&Q) team. These roles offer you the chance to make a significant impact by influencing the design and implementation of our services, ensuring interactions and customer journeys meet high-quality standards and deliver positive customer outcomes. You will support both our Advice and Guidance Services and facilitate wider-reaching workstreams, maintaining compliance with FCA-approved MaPS Standards across both grants and contracts as well as internal service delivery.
We have three opportunities to join our growing Design and Implementation team. Each role will play a key part in shaping how we embed quality into service design and delivery—whether that’s developing business-as-usual approaches for a wide range of customer facing services including digital tools, dashboards and omni-channel customer journeys, supporting implementation, or helping to define and deliver future-state models.
This is a unique opportunity to work across a range of service areas, with the opportunity to follow services from design through to delivery. You’ll work in a matrix environment, collaborating with cross-functional teams and influencing how quality is embedded at every stage of the service lifecycle.
If you're passionate about improving customer outcomes, thrive in a dynamic environment, and want to help shape the future of financial wellbeing services in the UK, we’d love to hear from you.
You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.
Role Overview
The Quality Manager will report directly to Lead Quality Manager (Design and Implementation). In this role, you will be responsible for:
Key Responsibilities:
* Design, test and implement new or existing customer experience and quality assurance methodologies with a focus on service design and ongoing delivery.
* Ensure MaPS Standard compliance, and other relevant customer experience and quality factors, are considered early, and via commercial activity if required.
* Building and maintaining strong relationships.
* Use a wide range of data and insights to identify opportunities, risks and support reporting.
* Use a wide range of data and insights to: Analyse options and make recommendations.
You will need to demonstrate the following skills and experience.
To excel in this role, you will need to demonstrate:
* Understanding of relevant sectors, complexity of delivery models and understanding of good drivers of customer experience and quality.
* Awareness of, and/or experience applying customer experience and quality monitoring and assurance principles and methodologies.
* Experience designing and implementing customer experience and quality monitoring systems and testing methodologies.
* Effective and impactful communication and presentation skills.
* Strong analytical skills and experience of working with a range of data/insight sources.
* Strong organisation, prioritisation and planning skills.
* Strong proficiency with all standard MS Office applications.
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.
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
* 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
* 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
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.
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.
Job Reference: MaPS00934
Close Date: 17/08/25
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Quality Assurance
* Industries
Non-profit Organizations
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