Quality Manager - Delivery

REED Talent Solutions; Bedford; Hybrid; GBP 60,000; Full time

Job summary

Join a forward-thinking organization as a Quality Manager, where you will play a pivotal role in enhancing customer experiences and ensuring compliance with industry standards. This role offers the opportunity to lead a dynamic team, manage quality metrics, and drive improvements that impact financial wellbeing across the UK. With a commitment to inclusivity and diversity, this organization values your contributions and supports your career development in a hybrid work environment. Enjoy generous benefits, including ample annual leave and a robust pension scheme, while making a meaningful difference in people's lives.

Benefits

Generous annual leave – 30 days plus bank holidays

Pension scheme with contributions matched 2:1

Interest-free season ticket loans

Cycle to work scheme

Subsidised health benefits

Life assurance

Employee assistance and wellbeing schemes

Paid volunteering

Recognition schemes

Retail discounts

Qualifications

• Experience in customer experience and quality monitoring within regulatory environments.
• Strong stakeholder management and communication skills are essential.

Responsibilities

• Manage CX&C team commercial agreements for assurance monitoring.
• Support performance management and KPI measurement.

Skills

Understanding of debt, money, and pensions sectors

Customer experience and quality monitoring principles

Contract or grant management

Stakeholder management

Effective communication and presentation skills

Analytical skills

Organization and planning skills

Proficiency with MS Office applications

Job description

Job Description

Quality Manager – Delivery c.£60,000 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&C) team. This role offers you the chance to make a significant impact by ensuring high-quality service delivery, championing positive customer outcomes, and maintaining compliance with FCA-approved MaPS Standards across both grants and contracts as well as internal service delivery. You will support our Advice and Guidance Services and facilitate wider workstreams such as customer experience. As a Quality Manager, you will be responsible for day-to-day performance management of quality and customer experience metrics, ensuring all customer interactions are of the highest standard. 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 the Lead Quality Manager (Advice). Responsibilities include:

Key Responsibilities

1. Direct management of CX&C team commercial agreements for assurance monitoring activity.
2. Indirect performance management of external delivery partners through collaboration with contract management colleagues.
3. Management and delivery of CX&C team assurance approaches.
4. Support performance management and KPI measurement.
5. Creating and managing local action plans.
6. Building and maintaining strong relationships.
7. Using data and insights to identify opportunities, risks, and support reporting.

Skills and Experience

To excel, you will need to demonstrate:

• Understanding of the debt, money, and/or pensions sectors, with knowledge of delivery models and drivers of good quality, customer experience, and outcomes.
• Experience applying customer experience and quality monitoring principles within service delivery and regulatory environments.
• Experience in contract or grant management.
• Excellent stakeholder management skills.
• Effective communication and presentation skills.
• Strong analytical skills and experience working with data and insights.
• Strong organization, prioritization, and planning skills.
• Proficiency with MS Office applications.

About Us

The Money and Pensions Service (MaPS) is based in Bedford in a modern office. We are committed to helping people across the UK and are guided by our values: caring, connecting, and transforming, which underpin our success. We seek individuals who align with these values and are committed to an inclusive working environment that celebrates diversity and promotes equity and belonging.

What We Offer

• Generous annual leave – 30 days plus bank holidays
• Pension scheme with contributions matched 2:1 (up to 10%)
• Interest-free season ticket loans
• Cycle to work scheme
• Subsidised health benefits
• Life assurance, employee assistance, wellbeing schemes
• Paid volunteering, recognition schemes, retail discounts

Flexible Working

We support a hybrid work model with a minimum of 2 days in the office per week. Specific arrangements will be discussed prior to employment, considering business needs and personal circumstances.

Career Development

MaPS is committed to career development and actively supports internal applications. Recruitment follows Civil Service best practices.